Contact Center Advisor

Recruiter
Centre for Health and Disability Assessments
Location
Newcastle Upon Tyne
Salary
£20,000 - £24,999
Posted
13 Apr 2019
Closes
17 Apr 2019
Contract Type
Permanent
Hours
Full Time

Contact Center Advisor

Newcastle

Full Time

Perm

37.5 hrs

Mon - Fri 9am to 5pm

£20,000pa

Pension & Benefits

The Centre for Health and Disability Assessments conducts health and disability assessments on behalf of the Department for Work and Pensions. Working from a network of 11 Assessment Services Centres and 150 Assessment Centres, assessments are conducted in the main areas of Employment and Support Allowance, Disability Living Allowance, Veterans UK and Industrial Injuries Disablement Benefit. Our practitioner group includes employed nurses, physiotherapists, occupational therapists and doctors.

Job Summary

Contact Centre Advisor deals with queries from clients and customers in a caring, courteous and professional manner; takes initiative with the time management and organisational skills to meet deadlines.

Job Description Summary

  • Provides a single point of contact for customers’ enquiries.
  • Takes ownership & responsibility for calls - from initial contact, through to resolution.
  • Deals with all customer calls in a professional and courteous manner to ensure excellent customer relationship.
  • Follows scripted procedures to ensure all calls are answered in an accurate and consistent manner.
  • Offers advice and guidance to customers, where appropriate.
  • Ensures all information taken from calls is accurately logged onto the system; and where necessary, referred on appropriately for action.

Job Description

  • Attention to detail.
  • Good written and verbal communication skills.
  • Ability to work within a targeted driven environment.
  • Excellent Customer Service skills - particularly on telephone.
  • Excellent listening skills.
  • Good interpersonal skills - able to establish and build good working relationships.
  • Good analytical & problem solving skills.
  • IT literate and good keyboard skills.
  • Good organisation and time management skills.
  • Self motivator; able to work as a team as well.
  • Previous experience and understanding of using Siebel or another call management system preferred.
  • Ability to act as a reference point for less experienced staff - support and train new employees.