Customerservice agent

Job Description

Berry recruitment are working on behalf of one of ours clients to find 4 Part time customer service advsiors in NewportShift timings - 16 hours per week - made up of either 2 shifts at the weekend on a Sat and Sun. Or two shifts at the weekend and an evening in the week. weekend shifts are worked from homePay rate - £11.00 per hourJob DescriptionWorking in the fast-paced Customer Contact Centre you will be the first point of contact for calls coming into Public Sector Prisons within England and Wales. You will provide information from the internal database such as "How do I book a visit" or "What itemscan I post to the Prison." Where information is not readily available on our database you will transfer the call to a Prison member of staff for them to take forward.You will also be handling calls for the MOJ and HM Prison and Probation Service Public Enquiries Lines as well as operating the Gold Command Line for the Prison Services National Incident Management LineSSCL is a growing Organisation which provides cross Government HR and Finance Shared Services. Flexibility and a positive attitude towards change are essential.If you have a passion for delivering customer service excellence, work well in a fast-paced environment and a resilient personality you will fit in with us - full training will be provided and there are good opportunities to progress within our growing organisation.Deliverables:· Answer all incoming/outgoing calls in line with current service level agreements· Respond to all emails and internal service requests in line with current service level agreements. Not applicable to Switchboard Services however will be required if moving into another area in the Future· Use the internal system to provide an accurate and timely response or escalate queries where applicable.· Be customer focused at all times ensuring that excellent customer service is provided on all calls.· Highlight any improvement opportunities· Be a part of process and service improvements whether through suggestion or implementation.· Work as part of a strong team to deliver results during peak times where calls are peaking. Ensure adherence to designated breaks and lunches, and that you are proactive in resolving queries both accurately and quickly.· Flexibility with shift patterns which range from 0700 starts to 2000 finishes. We run the service 365 days a year so you may be requested to work weekends and bank holidays. This will always be done on a preference system where possible and appropriate noticeof shift changes would be given.· Work with honesty and integrity.Skills & QualificationsSkills, knowledge & experience:· Essential - Computer literacy & keyboard skills· Desirable - Customer service experience· Desirable - contact centre environmentPersonal attributes:· Willingness to learn new systems & cross train for multiple clients within the SSC· A positive attitude & a desire to help customers· Flexible attitude· Being able to work on own initiative & as part of a successful team to succeed dailyPlease note that no terminology in this advert is intended to discriminate on the grounds of a persons gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with theirmerits, qualifications and ability to perform the duties of the job.

Keyskills :
customer service