Contact Centre Advisor (s)

Permanent,

Description

Employer: Punch Taverns

Description

We are currently recruiting for temporary part-time Contact Centre Advisors to support our Punch Contact Centre at Jubilee House, Burton on Trent.

The purpose of this role is to:

To deliver first class customer service, efficiently handling and resolving calls in line with departmental KRAs.

Key Accountabilities will be:

To deliver exceptional customer service to both external customers and internal stakeholders through all channels -telephony / email / e-queries as well as face to face.
Understand the customer requirements and identify the best resolution in line with Business process and procedures.
To spot potential opportunities to improve the callers interaction with Punch either through the promotion of other services or products or new channels
To positively communicate Punch business processes to our customers, both internal and external.
Meet departmental objectives/targets in line with Service Level Agreements
To convert inbound customer queries into resolutions, using specialist department knowledge. For example, HR & Payroll.
Liase with Operations and other Support Teams in order to achieve closure of calls.
Utilise the information available to achieve timely resolutions and assist with the sharing of knowledge within the team.
Demonstrate a proactive approach to your own personal development and take ownership of working on any development areas/skills gaps.
To meet customers demands by working on other activities as required by the Team Leader or Contact Centre Manager.

The Ideal Candidate will have:

Experience within a fast paced telephone based customer service / call centre environment is desirable
Competent user of IT systems including excel, word and e-mail systems
English and Maths G.C.S.E
Is Customer Focused with the ability to communicate clearly and concisely on the telephone and in writing.
Problem solving skills
Experience of working to targets (both individual and team)
Able to work in a team by demonstrating flexibility, a fun attitude and the ability to share knowledge

This is a fantastic opportunity to join a leading organisation that will reward you with a competitive package and unlimited career progression.