Customer Assistance Officer: Call Centre

We are looking for bright and friendly individuals with great people skills to join our Telephony Solutions team in our Caerphilly call centre.

Dealing with inbound and outbound calls you will need to show empathy and understanding to customers who have fallen behind with their bills by sign posting charity organisations that offer free money advice such as citizens advice bureaus or the money advice service, before setting up an affordable repayment plan that is tailored to their financial situation.

Our Company Values have created our Think Customer First philosophy which we use to set Customer Fair Outcomes goals to ensure our customers are at the heart of everything we do and that you are rewarded for your hard work.

As one of the largest private employers in the Caerphilly area we like to give a little bit back and all our staff pride themselves on the charitable initiatives we have helped make a success of from Operation Santa, where we delivered over 100 Christmas presents to underprivileged children, to our work at a local Primary school through 'Business in The Community’. We hold regular charity dress down and cake sale events on site to raise money for our nominated charities. We are also one of the many Call Centres that Comic Relief use to host their Red Nose day.

These roles suit those with a desire to work hard at the same time as being part of a motivated and fun team environment.

Your main duties & responsibilities include:

• Dealing with Inbound and Outbound telephone calls in a friendly manner

• Asking open questions to gain a full understanding of the customers situation

• Signposting Free Money Advice organisations where necessary

• Setting up or reviewing affordable repayment plans in line with the customers situation

• Demonstrating our Think Customer First Philosophy to all customers

Person Specification:

• Attention to Detail

• Ability to work in a team and on own initiative

• Ability to follow processes & company procedures

• Excellent communication & Listening skills

• Customer Service focused

• Keyboard skills, including the ability to type

Skills & Experience:

Although previous call centre experience isn’t required you will need to be positive, confident and demonstrate good communication, listening and negotiation skills. Excellent numeracy and accuracy skills are also required as you will be assessing our customer’s income and expenditure details.

We are happy to consider customer service skills from retail, call centre, hair dressing, catering, banks, and tourism. If you’re employment back ground is not mentioned but you feel you have the skills to succeed then please contact us by sending your CV.

Shifts

Working an average 37.5 hours a week

1 Saturday in 4 (BUT YOU GET THE FOLLOWING FRIDAY OFF)

2 Days working Noon to 8.30pm

3 days working 8.30 (or 9.00) – 5.00 (or 5.30)

Please note that we receive a large volume of applications. We will endeavour to contact successful candidates within two weeks of application. If you have not heard from us within two weeks we regret that your application has not been selected.