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Selkirk, Scottish Borders Call Centre and Customer Service Posted 27.05.20 Negotiable

Due to Covid-19 impact we are recruiting for, our Client are supporting the UK Government by recruiting Customer Service Advisors to support with the current Coronavirus crisis. We are actively seeking 100 customer service advisors to assist in contacting vulnerable individuals across the UK to ensure they are supported throughout this time.

You will be supporting through inbound and outbound calls from customers.

Responsibilities of the role:

To capture the callers details and identify their needs

To take data from citizens and input this into the shielding service website

To give support and guidance on the shielding service

To provide a summary of the advice provided with links to more detailed information on gov.ukProvision of Exceptional Customer Service

Provide information and advice for all COVID-19 shielding enquiries received via telephone, taking ownership to ensure resolution

To follow call handling guidelines to ensure the highest level of service is given

Achieve and maintain quality standards associated through the various stages of the customer journey and the role, in line with contract requirements and any agreed KPI’s

Work flexibly to deliver the service via the telephone, providing a friendly, supportive, helpful service· Use appropriate questioning styles to help understand and quickly asses the needs of the citizen

Have an understanding of current COVID-19 Shielding support

Articulate services and assess customer requirements, sourcing appropriate services and information to match their needs

Provide information in line with customer requirements

Every effort should be made to ensure the intervention leads to a positive tangible impact

Adhere to standards across the customer journey are adhered to, achieved and maintained.

Achieve all individual and service objectives and targets required in the role.

Hours of work:

Between 35 hours a week

5 out of 7 days, occasional weekends

Shifts between 8am-8pm

Cordant People is an equal opportunities Employer

Cordant Group is an equal opportunities employer

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