Customer Support Officer/Admin x6 –Customer Contact Centre
| Posting date: | 24 April 2024 |
|---|---|
| Salary: | £14.50 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 23 May 2024 |
| Location: | MANCHESTER, M1 3BG |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | TFGM TCL 0008 8701 / 1 |
Summary
What's involved with this role:
Temporary Customer Support Officer / Admin x6 – Customer Contact Centre
Reference no: TFGM TCL 0008 8701 / 1
Pay rate: £14.50 per hour PAYE
Hours per week: 37 Monday – Sunday, 07:00 – 20:00
This opening assignment is for 1-2 months
City: MANCHESTER
Work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends
Office based initially but hybrid once induction has been successfully completed
A Customer Support Officer is required to be the first point of contact for all customer and stakeholder enquiries, ensuring an excellent customer service is provided during every customer contact. As a Customer Support Officer, you will form part of the Customer Contact Centre team, acting as the first point of contact for customers and stakeholders you will handle all queries and requests received into the Contact Centre, via telephone or in writing. These include issuing travel passes, making Local Link journey reservations, Contactless Payments enquiries, journey planning advice and much more.
Key responsibilities:
Handle incoming enquiries via phone, email, letter, social media and any other contact channels used.
Use the most effective and appropriate contact channels available in responding to customers and stakeholders. Ensure, where required, necessary sign off is received for external communications.
Ensure compliance with the provisions of the Data Protection Act with respect to the handling of personal data held for passes and permits purposes.
Answer all incoming queries, requests and reports received via telephone or in writing, including but not limited to: travel, tickets and passes, pass applications, memberships, products, programmes, customer and stakeholder engagement.
Resolve general enquiries received to contact centre where possible, utilising knowledge base.
Where necessary, transfer customers or stakeholders to appropriate internal colleagues to respond to their enquiry.
Maintain information on internal colleagues contact details in order to facilitate an effective service.
Utilise system based resources in answering enquiries.
Maintain an up to date understanding of policies, procedures and systems relating to travel, tickets and passes, applications, memberships, products and programmes, in order to provide the customer or stakeholder with an immediate response wherever possible.
Support the implementation and administration of Smart Ticketing processes.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Qualifications:
Educated to GCSE or level equivalent.
A customer service qualification such as NVQ desirable.
Experience:
Relevant customer service experience. Experience of dealing with customers or stakeholders by telephone with the ability to relay information clearly and concisely, delivering excellent customer service in all interactions.
Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.
Experience of liaising with internal colleagues to resolve issues.
Experience of handling difficult customer or stakeholder interactions and reaching a positive conclusion.
Experience of working within an organisations policies and procedures.
Skills & Abilities:
Transferable skills which include excellent written and verbal communication with the ability to work using several different systems at the same time.
Able to demonstrate a passion for customer service.
A strong team player who can also work effectively on an individual basis.
Passionate about achieving targets and have the willingness to continually develop and learn.
Excellent written skills with the ability to compose letters, emails and other correspondence using customer focussed language and tone.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Able to work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends.
***Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
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Job Ref: TFGM TCL 0008 8701 / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.