Contact Centre Agent

Our Contact Centre is a dynamic and energetic environment, with a diverse team who deal with a broad variety of enquiries and subjects. Due to continued growth, we are now inviting applications for Contact Centre Agents to join our Birmingham based Contact Centre. This role currently operates within business hours, on a Monday to Friday basis.

Equiniti helps organisations to meet their regulatory requirements and undertake complex tasks, by combining specialist expertise with market-leading technology. We provide industry-leading specialist services to our clients, and in turn their customers, who are typically employees, pensioners, shareholders and consumers. We look to employ people who, like us, put the customer at the heart of everything they do.

As a Contact Centre Agent you will become the first point of contact with clients providing a premier service that delivers maximum efficiency in the handling of customer contact and ensures the highest quality of response.

As a Contact Centre Agent you will be tasked with;

• Taking in bound calls, emails or messages, dealing with a variety of customer services and finance related queries
• Consistently delivering high levels of service to your customers, from first call of the day through to you last call
• Accurately recording of information onto a live system
• Effectively handling customer queries/requests with the support of clear information and processes
• Processing changes in Client/Customer records in response to appropriately authorised requests
• Escalating non-standard situations and difficult cases to Team Leader as required
• Contributing to the development initiatives of the Team e.g. continuous process improvement, etc
• On attainment of good level of experience agents may be asked to assist less experienced team members

As the successful candidate you would possess;

• Previous experience within a customer service or customer focused role
• A customer-centric approach, with a natural drive to deliver quality outcomes to your customers
• Excellent verbal and written communication skills, with the ability to confidently interact with a broad range of customers
• A team mentality, with the ability to work towards individual objectives whilst supporting broader team outcomes
• The ability to take ownership of tasks and see through to completion
• The ability to learn and retain specialist information
• The ability to quickly and accurately record/input information
• Strong computer literacy including demonstrable understanding of Word, Outlook, Excel (basic)
• Previous experience working within financial services would be highly regarded however not essential

In Return

These roles represent an ideal scenario for people with a passion for delivering great customer service to develop a career within a growing FTSE250 organisation. You will work as part of thriving team, with supported learning and development and part of an organisation that actively promotes internal promotion.

To Apply

Please submit your application online with an up to date resume, we will aim to respond to you as quickly as possible.