Call Centre Advisor

If you are looking for a rewarding role, that is different everyday due to the people you speak to, then read on...

• Do you have exceptional customer service skills?
• Are you IT savvy and can pick up how to use CRM/ portal quickly?
• Are you a great listener?
• This role is a telephone based role, with some admin.
• This role has rota shifts; 8:30 - 16:30, 9:00 - 17:30, 9:30 - 18:00 (you must be able to do these shifts)
• This role is 100% office based (on-site)

To support and liaise with the onboarding, account management and payroll teams,(service delivery teams) across the office. The role is to offer customer excellence to the contractor base who are utilizing Workwell’s Umbrella service. The role is predominately telephone based, with email and KPIs targets attached. The support offered is advisory on payroll legislative queries, which will be taught If successful for the role.

Skills, knowledge and experience required

• Team Player

• Ability to build inter-departmental relationships

• Multi-tasker • Effective communication skills -written and verbal

• Can articulate clearly, when explaining outcomes to queries

• Ability to prioritise

• Ability to demonstrate initiative

• Confident and professional telephone manner

• Ability to work in a fast-paced environment

• Pro-active approach

• Previous customer service experience

• Being able to judge situations effectively and offer the best support with empathy and patience

• Positive and self motivate, with a passion to do well

• Open to Instruction, support and guidance

Main Responsibilities

• Answering inbound phone and email queries, with structured timescales

• Making outbound calls in response to messages left and callbacks

• Ensuring that all contract information held on our systems maintain, up to date and accurate

• Managing and processing correspondence, using professional and clear language

• Supporting our contractor base by supplying necessary documentation as required (Contract, P45/60, Timesheets etc.)

• Ensuring that customers are kept informed at all stages, till the close of the query

• Prioritising work according to defined service level agreements and the effect on the business

•Adhering to the procedures defined for the Service Delivery team

• Maintaining documentation and information relevant to the role

• Representing the Service Delivery team in a professional manner to promote good customer insight.

• Assisting where necessary other members of the team in the delivery of service

• Maintaining a high level of professionalism with colleagues and contractors alike