Customer Service Administrator (Call Centre Role)
*Location: Finchley
*Job Type: Full-time, Permanent
*Salary: Competitive
*Working Hours: Monday to Friday, rotating shift pattern from 8:00 am to 4:30 pm or 10:00 am to 6:30 pm
*Hybrid Policy: One day working from home (after successful completion of probationary period)
Join our dynamic team as a Customer Service Administrator, where you will be the first point of contact in our call centre, providing a best-in-class service to all incoming callers. This role requires a professional who can manage high volume calls and data processing efficiently in a fast-paced environment.
Day-to-day of the role:
*Answer a high volume of inbound calls in a professional and timely manner, ensuring a positive experience for each caller.
*Identify the caller’s needs, manage expectations, clarify information, research issues, and provide solutions while responding to their enquiry.
*Manage administration tasks, communicate and coordinate with internal departments, and direct inbound calls to appropriate resources if required.
*Maintain and update the database in accordance with company policies, including logging each matter and any further action required.
*Review and extract information from various sources.
*Identify and escalate priority issues and report to senior management where required.
*Handle correspondence in accordance with company policies in a timely manner.
*Support other call team members in diligently meeting team objectives.
*Contribute to process improvements by considering and highlighting any trends and offering suggestions for improvement.
Required Skills & Qualifications:
*GCSE or equivalent in English and Maths, with a result of C or above.
*Proficiency with IT, telephone systems, and data entry.
*Excellent business communication skills including telephone communications.
*Exceptional customer service skills, with a focus on seeking solutions.
*Strong attention to detail and good organisational skills.
*Ability to multitask within a busy environment.
*Experience in handling sensitive data with a focus on data protection and management.
Benefits:
*Competitive salary and benefits package.
*Hybrid working options after the probationary period.
*Supportive team environment.