**Recruiting now – Contact Centre Agent - Immediate start**
Contact Centre Agent
£12.35 per hour + holiday pay
Temp assignment for 3 months with view to extend
Do you have experience working within Local Authority?
Do you have Contact Centre experience? If yes, then we want to hear from you!
We are looking for experienced Contact Centre Agent to work in a busy team located in Central London.
Must have excellent customer service skills as you will be first point of contact, handling all calls and queries for the Contact Centre.
The Contact Centre opening hours are 8am – 6pm. The shifts are 7 hours but you must be flexible to work between these times.
The duties of Contact Centre Agent will be (but may not be limited to):
Act as the first point of contact for information and general queries about the Company, its services and public services.
Assess calls/queries against defined criteria, research and answer appropriate non-specialist calls, and refer callers to Departmental specialists where necessary.
Liaise with other departments as necessary to ensure calls are tracked and resolved.
Handle all customer queries with professionalism and control - ensuring the customer has a good experience.
Keep an accurate electronic audit trail of information within the corporate Customer Relationship Management (CRM) system.
Record calls as appropriate.
Ensure coordination of related external service information.
Update the access unit service information base.
To keep up to date with service changes including temporary changes to public facilities.
Liaise with departments as is necessary to handle calls and resolve customer issues.
To ensure monitoring and follow through on calls with others.
Ensure that correspondence is handled effectively and efficiently, sending out leaflets and other documents as necessary.
Take part in performance and call-back service surveys.
Maintain CRM (computer) tracking systems.
Escalate problems and make reports to Team Leaders where necessary.
File, archive, or scan all relevant paperwork.
The successful Contact Centre Agent will have:
Experience working in a Contact Centre
Experience working within Local Authority
Excellent customer service skills
Ability to work under pressure
Good communication skills both verbal and written
Good attention to detail
Good IT skills
If you have not heard from us within 5 days of your application for the Contact Centre Agent position then unfortunately, your application has not been successful.