Call Centre Agent

Our team of Befrienders play a huge part in our business, they are the decision-makers here at connectivity. We are a rapidly growing company having tripled our staff in just 2 years. We have a great team who offer incredible service. We recently asked the team for feedback on working at connectivity and the response we got was outstanding. We reward with our generous uncapped bonus scheme, we encourage progression and help the team achieve their ambitions.

This is an opportunity to work for a dynamic, energetic young company which is unrivalled in its services and data provided to clients and in working for a dynamic company you will have the opportunity to progress as the company grows.

Why do we call them Befrienders?

If you googled what a Befriender is, you will see it’s someone who is carefully selected, someone compassionate, supportive, a good listener, reliable and who is genuinely interested in helping others. We felt the nature of our business, this was a perfect job title.

What the role looks like as a befriender:

• Handling inbound and outbound calls on behalf of our clients as an extension of their team.
• Handling live chat enquiries.
• Delivering written responses to digital enquiries.
• Data entry/updating our CRM system/clients CRM system for customer enquiries and forwarding to clients.
• Appointment booking.
• Updating Connectivity management on client issues/solutions as they arise.
• Assisting colleagues when required regarding; information sharing and best practices.
• Ensuring a great customer experience at all times.
• Completing all training provided by management and keeping up to date on the latest GDPR, policies and customer service training as required.
• Attend team meetings and 1:1’s as required.
• Offer support and solutions to customers in accordance with our clients’ service policies.

What we value for this role:

• The confidence to make and receive calls using call software on PC Equipment.
• A good standard of verbal and written communication skills in English.
• Good listening skills.
• Ability to multitask and work on multiple screens.
• Accurate keyboard skills for note taking whilst call handling.
• Awareness of customer data protection (training will be given.
• Knowledge and experience of working with IT systems generally and in particular Google Spaces.
• To have a professional, prompt and courteous manner.
• As a remote worker, you should be a natural self-starter able to work on your own initiative, and be self-sufficient and motivated.
• The skills to work both independently and as part of a team.
• A positive, confident and determined approach.
• Resilience and the ability to cope with rejection.
• The ability to resolve issues and address complaints.
• Ability to build a high level of empathy with prospects and customers using our service.

The best bits:

• Competitive Salary
• Uncapped Commission
• Career progression
• 6 weeks of paid holiday (including bank holidays) per year
• 32.67 Hours per week
• Reward and recognition from directors for good work including good work bonuses
• All equipment provided to do the role along with a full health and safety assessment zoom by our H&S consultant to ensure they have a comfortable working environment. Any additional equipment that is required is supplied
• Supportive team members with informative weekly zoom meetings with colleagues and managers
• Fully trained mental health advisor internally
• Internal chat for colleagues and management interaction/support which includes some fun interaction throughout your working shift
• Comprehensive training plan for 4 weeks prior to doing the role
• Free access to Health Assured which fully supports both you and your family, Including but not limited to, Formal counselling either face-to-face or phone sessions, Online video counselling and CBT, and Critical incident advice.

Job Types: Full-time, Part-time, Permanent
Part-time hours: 32 per week

Salary: From £16,100.00 per year

Benefits:

• Flexitime
• Work from home

Schedule:

• 10 hour shift
• Flexitime

Supplemental pay types:

• Bonus scheme
• Commission pay
• Performance bonus
• Signing bonus

Application question(s):

• Available to work between 8am-9pm?
• Available to work weekends

Experience:

• Call centre: 2 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person