Call Handling Customer Service advisor - National Grid, Hinckley - Leicester

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Job description

Job Title: Call Handler

Location: Leicester

Salary: Up to £10.19 per hour depending on the following;

Performance review scores

Shift patterns

Completion of training

Contract Type: Temporary/ ongoing assignment

Sector: Customer Service & Call Centre.

An exciting opportunity has arisen for an emergency Call Handler based within a leading utilities business within the UK. This is a great opportunity to join an expanding company to support the procedures of the Gas Customer Operations Call Centre.

As the Call Handler your duties will be:

Day to day customer liaison, to include; receiving emergency calls from members of the public in line with company contractual obligations.
Ability to take accurate concise notes.
Support the development of team skills through coaching and training less experienced staff in procedures and systems;
Contribute to continuous improvement of processes through highlighting problems and identifying opportunities for improvement.
Ability to take accurate concise notes.
Data entry - Create / update accurate records accordingly within associated NG systems to document details of Customer’s query in order to create/raise work orders for engineers.
Support other areas of operation in times of increased work volume.
With the right Customer Service training and development, Customer Advisors will be both technically competent and be able to provide excellent Customer Service.

To be a successful Call Handler you will have the following skills and experience:

Able to demonstrate an understanding of Customer Service delivery, including experience of working within Customer Services and working to and achieving targets
Excellent attention to detail.
Ability to consistently work towards set objectives and tight deadlines.
Excellent communication skills both verbal and written to ensure that successful relationships are established and maintained with internal and external parties.
Ability to work in a high pressure environment where there are high volumes of incoming calls
Data input skills (speed and accuracy)
Logical thinking with the ability to resolve problems quickly and effectively.
Computer literate, with basic understanding of MS Office packages.
A flexible and adaptable approach to the changing needs of the business’ health and Safety obligations
Ability to work alone and as part of a team, in a dynamic environment
Self motivated and driven for own personal development
Ability to use own initiative and work independently
Experience of using CRM is desirable
Ability to embrace new challenges and drive themselves forward to develop their career prospects
Communication skills
Follows the correct course of action to ensure our customers are safe whilst excellent customer service levels are maintained
Participates in set shifts including weekends
Includes working through the night on a set shift pattern 5/7 days.
Full flexibility is essential for this role.

Team Dynamics:

Teams consist of 100+ people, reporting to individual team leaders.
Highly customer focused environment

You will be working an average of 37 hours per week, shift patterns consiting of shifts 24 hours per day, 7 days per week, including weekends and bank holidays.

Employee benefits:

In return, you will receive a salary of up to £10.19 per hour.

Uplifts are paid for unsociable hours worked, before 8am, after 8pm (Monday - Friday) and hours worked during a weekend.( Uplifts are inclusive of payrate shown).

Free on-site parking is available

28 days holiday per year (Including Bank Holidays)

It is a mandatory requirement to undergo a Basic Scotland Disclosure Background check to be considered for work assignments.