Telephonist / Customer Service Agent

One of our Milton Keynes based clients require a Telephonist to start as soon as possible on a 12 month contract basis.

Working mostly Monday to Friday 9am - 5pm with 1 hour for lunch.

Job Objective

To take inbound calls from external customers, general queries to be answered in a professional manner and provide accurate information whilst delivering excellent customer service.

Key Responsibilities

The duties and responsibilities of the Telephonists include the following tasks and activities:

• Take inbound calls from members through the customer service phone line.
• Adhere to phone KPIs.
• Ensure that customers are treated fairly and receive a fair and consistent service in line with the Company’s TCF policy.
• Ensure clients receive regular and effective communication which is professional and delivered to the highest standards.
• Maintain and develop good business relationships with internal and external customers.
• Work in conjunction with the team to ensure all work is carried out to the highest quality, and within the service levels laid down.
• Escalate any problems, mistakes, backlogs or issues immediately to the Line Manager.
• Report any breaches or complaints immediately to the Line Manager or to the Compliance team.
• Take responsibility for individual tasks and action them within the required timescales.

Knowledge and Skills

• At least 1 year of experience working in customer service or call centre phone-based roles.
• Good organisation skills and able to prioritise.
• Excellent attention to detail.
• Team player.
• Excellence and quality in service delivery.
• Demonstrates innovation and added value towards customer's needs.