Call Centre Agent

Call Centre Agent

We are currently recruiting for several Call Centre Agents to start immediately. This position is situated closest to Colindale station, North West London.

There is an assessment day being held for the vacancies on Thursday August 29th.

Who will you be working for?

As a Top 20 UK call centre business, our client has the depth of experience to offer a comprehensive range of options to businesses, each one designed to add real-time value business's service offering.

What will you be doing?

Responsibilities:

• To answer inbound telephone calls from customers across multiple campaigns.
• Ability to work under pressure and achieve set campaign targets; speed of answer, number of calls answered, talk time, wrap-up time, thus achieving service levels.
• Being able to cope with varying call volumes and pressures.
• To handle and resolve difficult customers and achieve a positive outcome whilst remaining professional.
• To be able to follow a script and call flow accurately.
• Where required to use client systems and web-based systems to handle customer calls.
• Ability to work in a team environment - ensure all calls are answered in a timely manner, call queues to be kept at minimal.
• Keep an accurate record of all customer details and other note taking data, into the data capture systems.
• To carry out various email and administrative requirements, and potentially live chat.

About you

Person Specifications

• Successful candidates must speak ENGLISH fluently with an understanding of Native Dialects.
• Excellent communication skills articulate and confident with great telephone manner.
• Advanced grammar & vocabulary
• Happy to work shift patterns and weekends.
• Problem solving abilities.
• A friendly, professional and vibrant personality.
• Good interpersonal skills to be able to deal with people at all levels.
• Reliable and excellent time keeping skills.
• Being able to work independently as well as within a team.
• Enthusiastic and self-starter
• Proven track record within inbound call centre environment - As we are a shared resource, it is important that they have call centre experience (preferably in an outsourced environment).
• Previous Customer Service Skills.

Pay structure

Rate: £8/hour

1st Salary review: after probation (3 months generally) - £9 + Bonus.

2nd Salary review: 3 months after probation (Bonus becomes available immediately - £9 + Bonus.

3rd Salary review: 6 months after the 2nd review (12-month stage) - This takes the agent to £10 per hour, and a large bonus.

Average realistic earning: £21,500 - £22,000 including realistic OTE with bonus after the first 12 months.

Additional hours available based on call volume - Some agents are realistically making £22-24K with additional hours, plus their bonus.

28 days per year annual leave, plus 1 additional day per year, up to 31 days.

Time and a half paid for bank holidays

Bonus is based on attendance, quality and KPIs, but is subject to change.

Shifts:

5 shifts per week (approximately 40 hours)

Rotation: Mon - Sun - 5 shifts per week, on a rotation basis. 9 hour shifts with a 1-hour lunch break each day.

Hours:

Mon - Fri: 7am - 10pm

Sat: 8am - 10pm

Sun: 9am - 7pm

Agents must be able to commit to full time and full flexibility including the ability to work weekends.

Agents may not have leave booked or take leave within the first 3 months.

What's in it for you

Our client is an extraordinarily staff focussed business, and believe in engaging our staff, and developing exceptional relationships with our customers and clients.

There is a real chance for progression in the organisation, with many of the managers starting out on the phones.

How to apply

To apply for this position, please click on the 'Apply' button below.

Not ready to apply, or have some questions first?

Call or email me, Mehmet Yilmaz at Gordon Yates, to discuss in confidence.