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The primary purpose of the role is to deliver service excellent for both the company and its customers by working in our Customer Contact team collecting debt from customers on behalf of energy companies.
Hours/Shift Pattern
- 8.00am-5pm, 9.00am-6pm and 11.00am-8pm rotating shifts
- If you opt for a 30 min lunch you would start 30 mins later unless on an early shift
Benefits:
- Uncapped monthly commission.
- Option of 30min or 60 min lunch agreed when you start
- Life Insurance
- Pension Contributions of 3% after 3 months
- 5 weeks holiday (they do have Xmas shut down)
This is a key customer centric role predominantly telephony based helping to assist clients and customers find the right solution to manage their outstanding utility bills and arrears. You will also assist field agents in the field set up and agree payment plans and process payments from customers. Operating in a contact centre environment dealing with both inbound and outbound calls.
The role is located in our client's Romford office and involves working with a growing team that works across a range of working times to deliver the full range of services they provide.
In addition, there is a requirement to deliver both Management and Client led KPI’s to ensure they achieve targets set for the business across a range of activities.
Key Responsibilities and Duties
- Answer incoming calls from our clients’ customers to discuss and arrange suitable resolutions based on their personal circumstances and our clients’ criteria.
- Answer incoming call to assist field agents in dealing with clients’ customers.
- Make outbound calls to client’s customers to attempt to establish contact.
- Update the relevant CRM systems with the information relating to your calls from general updates, details on the resolution gained and other data such as meter reads and vulnerability information.
- Cover team workloads to a sufficient level during staff absence to ensure clients receive a consistent service.
- Manage calls within the company agreed quality framework
Skills and Experience
Essential:
Minimum 18 months previous experience working in a call centre/customer contact centre
Organised and can accurately follow protocols to deliver a high and consistence service.
Active listening and ability to summarise conversation to customer
Adaptable, flexible, and react positively to change.
Good work ethic with the ability to work within defined timescales.
Polite, patient, empathetic and understanding of people’s personal circumstances.
Approachable and self-motivated.
Able to work in a team environment and be able to multitask.
Proficient in Microsoft Office, and able to adapt to custom built CRM systems.
Proven track record of achieving targets and / or Key Performance Indicators
PLEASE NOTE DUE TO OUR CLIENT BEING HIGHLY REGULATED YOU WILL NEED TO UNDERTAKE A SOFT CREDIT CHECK AND A DBS ONCE YOU'VE BEEN SUCCESSFULLY APPOINTED.
