Customer Service Advisor - Capita Tv Licencing - Darwen

Job description

" we’ll give you the opportunity to grow your career and fulfil your ambitions. No doors closed. "

Capita is a company where you will be engaged and involved, you’ll have opportunities to fulfil your ambitions and your career won’t take a back seat. You will be listened to and you will be rewarded properly for your performance.
Due to continued growth, we are now looking to recruit passionate and driven Customer Service Advisors to work within our Darwen Contact Centre. Experience is not essential as training is provided however, the ability to deliver excellent customer service is a must.

** Successful candidates must be available to commence employment on either 11th or 25th January 2016 and commit to an initial 4 week training programme, although full training is scheduled for 12 weeks. **

The Customer Service Advisor is responsible for providing a professional, efficient and customer-focused telephone and correspondence service for inbound and outbound contacts.

Job Type: Full-time
Salary: £13,065 per annum
Hours: 37.5 hours per week on a rotating shift pattern between 8am and 7pm, working 1 Saturday in 3.

Core Responsibilities

To responsibly promote the legal requirements for a TV Licence.
To respond to requests for advice or action from customers and colleagues in line with current TV Licensing policies, procedures and legislation.
To receive, interpret, understand and accurately carry out requests for new TV Licences and for updates to existing TV Licences, inputting information into the appropriate systems.

Key Objectives

To deliver a quality service to customers, ensuring that all necessary actions are taken to ensure first-time resolution of customer contact.
To demonstrate a consistently professional approach to both internal and external customers.
To achieve agreed contact centre targets in relation to sales, collections, calls and correspondence ensuring that quality, accuracy and productivity standards are met.

Key Tasks and Responsibilities

To adopt a proactive approach in dealing with all inbound and outbound customer contact.
To accurately capture data and enter it on to the relevant systems in order to ensure customer licence details are kept up-to-date.
To meet and exceed all agreed call and correspondence quality targets in order to contribute to the overall level of customer satisfaction.
To achieve personal productivity targets and contribute towards the achievement of departmental targets.
To assist colleagues with queries.
To handle confidential information sensitively, ensuring that all work is completed adhering to the requirements of TV Licensing’s Information Security, Data Protection and Fraud Awareness policies and processes.
To adhere to all business standards, taking personal responsibility for adherence to organisational policies and procedures.

Essential Skills and Knowledge

Excellent verbal communication skills, with the ability to explain complex information clearly and simply.
Self-motivated and able to work towards goals and targets.
Ability to solve problems through effective listening and questioning skills.
Ability to respond within a changing environment, retaining a positive attitude.
The ability to work in a fast paced environment, whilst maintaining excellent Customer Service standards and professionalism.
Ability to ensure the customer contact with TV Licensing ends with a solution that meets their needs.