Customer Contact Team Advisor

Reach plc
Kingston Upon Hull, East Riding of Yorkshire, England
Up to £17062.50 per annum + monthly bonus + company benefits
29 Aug 2018
26 Sep 2018
Reach plc
Contract Type
Full Time

With an exciting opportunity to join our dynamic Customer Contact Team, this is your chance to join one of the UK's largest media publishers, encompassing an award winning portfolio of 5 national titles, 130 regional titles and over 500 digital products.

Our national Customer Contact Team serves our customers throughout England, Wales and Scotland who are placing family announcements and items for sale within our classified advertising pages and on our leading announcements site Our team also serves newspaper sales customers in relation to general enquiries, cancellations and new subscriptions. Therefore the ability to deal with a wide range of calls is essential.

If you have a real passion for delivering excellent customer service this could be the role for you....

Key Responsibilities

  • React promptly to all incoming calls with a polite and professional manner, with the ability to show empathy and adhere to the pattern of the sale throughout.
  • To demonstrate high level of accuracy and attention to detail.
  • All customer enquiries and complaints must be resolved by the end of each working day and/or deadlines in accordance with Company policy.
  • Ensure all supporting sales material is kept up to date and use this information to maximise on all sales opportunities for both advertising and newspaper sales.
  • Complete all outbound calls as requested by manager, to maximise on newspaper sales renewals, debt management and Direct Debit conversions.Subscribing customers to their chosen newspaper.Dealing with cancellation calls and where possible retaining customers.Renewing customer subscriptions incl. converting a customer onto direct debit.General subscription queries - incl. financial issues.Use relevant computer programs to adhere to the requirements of the role.Maintain working relationships with internal and external customers.
  • Cooperate with supervisors and managers to achieve a healthy and safe workplace and to take reasonable care of yourself and others.
  • Be familiar with, and adhere to, Company policies and procedures.
  • Adhere to personal and operational standards of performance.

The Ideal Candidate

We are looking for positive, enthusiastic individuals with exceptional people skills and the ability to deal with a wide range of customers. Excellent communication skills and the ability to handle objections effectively will help you to succeed in this role. You must be comfortable working in a KPI-driven environment, working towards set targets and objectives. Excellent spelling and grammar is essential and the ability to display excellent attention to detail.

Package Description

In addition to competitive salaries, bonus structures (if applicable) and a contributory pension scheme, Reach plc offer a whole host of voluntary flexible benefits. These include, holiday purchase, childcare vouchers, cycle scheme, staff discounts, season tickets & parking loans and an employee assistance programme.

We are committed to equal opportunity for all. We may collect relevant data for monitoring as part of our candidate registration process. We will be reviewing applications as they are received so please don't delay in submitting your application.