Call Handler

PURPOSE OF THE JOB
Set within an inbound contact centre, the role holder will provide excellent customer service and exceed customer expectations wherever possible. To quickly build rapport and ensure that all customer queries and complaints are effectively dealt with in line with client and company policies and procedures.

DIMENSIONS AND SCOPE
. The role will work on client project(s) with personal and team targets set aligned to client delivery.
. The role is managed by the Team Leader.
. All levels of accreditation granted will be specified by written communication when criteria have been satisfied.
. Must be flexible to cover the contact centre opening hours using a variety of shift patterns

KEY DUTIESdealing with queries and requests appropriately.
. Use appropriate questioning and listening skills to identify the circumstances, needs and aims of the customer, and respond to these appropriately.
. Ensure that all information provided is within regulatory and procedural boundaries.
. Deliver consistent high levels of customer service; acting proactively and professionally to meet customer's expectations, and exceed them where possible.
. Identify and resolve customer problems and complaints, liaising with relevant parties to ensure that issues and situations are rectified within the shortest possible timeframe, and that an excellent customer relationship is maintained.
. Liaise with relevant parties to ensure that customers receive specialised assistance and services were necessary.
. Ensure that all dealings with customers and other parties are recorded clearly and accurately on relevant systems as appropriate, in line with regulatory and procedural guidance.
. Prioritise workflow/tasks to ensure a reliable service to customers is maintained at all times.
. Handle all administration in an effective and efficient manner.
. Achieve and maintain full accreditation in line with set quality model/standards.
. Achieve set targets in line with required quality standards, pro-actively reporting emerging issues.
. Take responsibility for own learning and development, keeping up-to-date with all product information, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.