Contact Centre Agent
Posted 4 days ago
- Boythorpe, Derbyshire
- Permanent
- Sponsored
- Expires In 24 days
Start Date 16th June #####
Salary £24,500
Role Purpose
As part of our contact centre team, your role is primarily committed to delivering total customer satisfaction.
Following a full training and induction programme, you will be supported by up-to-date contact centre technology, giving you the independence to assist our customers with their requests in various ways (webchat, email, WhatsApp, SMS, online booking, and telephony). Our platform will help you capture key information, assisting you to help our customers with their queries and requests.
We pride ourselves in a supportive and welcoming culture. You will have access to a great benefits package, as well as an onsite games room and break areas. Free hot refreshments are available for all to enjoy. Progression routes for all roles, with continuous ongoing coaching, and development opportunities.
Key Responsibilities
We have a well-established ‘giving back’ programme that allows opportunity for you to get involved in supporting charities and local causes.
Auto Windscreens have delegated authority for many key motor insurance providers. You will be the first point of contact for all enquiries to Insurance, Fleet and cash paying customers to manage their claims.
Our contact centre is a 24/7 operation. Within an agreed shift pattern, you will be expected to support a higher customer demand for periods around our business’s seasonal vulnerability. Whilst still delivering exceptional customer service.
Adopting a ‘first contact resolution’, protecting our customers data, identify vulnerabilities, and fulfil Consumer Duty requirements. Offering each customer options to suit their personal circumstances. Factors may include appointment location, the offer of wiper blades and Advance Driver Assistance Systems considerations.
You will develop an understanding through tailored coaching and development how to fulfil both personal and team goals, which include quality assurance. You will work as part of a team to contribute to the achievement of Contact Centre performance.
Key Skills and Knowledge
Professional, calm, empathetic, and confident.
Excellent customer service and communications skills
Ability to follow processes in accordance with company procedures.
Accurately capture and convert service requests and provide key information to all our customers.
Adhere to Consumer duty and Data Protection Regulations.
Team player: ability to positively participate and contribute to a team, as well as working independently.
Open minded to learning new skills and ways of working, as products, services and working practices evolve.
Ability to put yourself in the customer shoes, continuously seeking and sharing ideas to improve our customer journey.
Essential Skills
Good literacy, numeracy, and typing skills.
Excellent attention to detail.
Willingness to develop self and learn new skills.
Natural passion for customer service excellence, taking ownership.
Can do approach to change.
Active listening.
Problem solving.
Desirable Skills
Previous contact centre experience or similar
Salary £24,500
Role Purpose
As part of our contact centre team, your role is primarily committed to delivering total customer satisfaction.
Following a full training and induction programme, you will be supported by up-to-date contact centre technology, giving you the independence to assist our customers with their requests in various ways (webchat, email, WhatsApp, SMS, online booking, and telephony). Our platform will help you capture key information, assisting you to help our customers with their queries and requests.
We pride ourselves in a supportive and welcoming culture. You will have access to a great benefits package, as well as an onsite games room and break areas. Free hot refreshments are available for all to enjoy. Progression routes for all roles, with continuous ongoing coaching, and development opportunities.
Key Responsibilities
We have a well-established ‘giving back’ programme that allows opportunity for you to get involved in supporting charities and local causes.
Auto Windscreens have delegated authority for many key motor insurance providers. You will be the first point of contact for all enquiries to Insurance, Fleet and cash paying customers to manage their claims.
Our contact centre is a 24/7 operation. Within an agreed shift pattern, you will be expected to support a higher customer demand for periods around our business’s seasonal vulnerability. Whilst still delivering exceptional customer service.
Adopting a ‘first contact resolution’, protecting our customers data, identify vulnerabilities, and fulfil Consumer Duty requirements. Offering each customer options to suit their personal circumstances. Factors may include appointment location, the offer of wiper blades and Advance Driver Assistance Systems considerations.
You will develop an understanding through tailored coaching and development how to fulfil both personal and team goals, which include quality assurance. You will work as part of a team to contribute to the achievement of Contact Centre performance.
Key Skills and Knowledge
Professional, calm, empathetic, and confident.
Excellent customer service and communications skills
Ability to follow processes in accordance with company procedures.
Accurately capture and convert service requests and provide key information to all our customers.
Adhere to Consumer duty and Data Protection Regulations.
Team player: ability to positively participate and contribute to a team, as well as working independently.
Open minded to learning new skills and ways of working, as products, services and working practices evolve.
Ability to put yourself in the customer shoes, continuously seeking and sharing ideas to improve our customer journey.
Essential Skills
Good literacy, numeracy, and typing skills.
Excellent attention to detail.
Willingness to develop self and learn new skills.
Natural passion for customer service excellence, taking ownership.
Can do approach to change.
Active listening.
Problem solving.
Desirable Skills
Previous contact centre experience or similar