Inclusion Calling Agent - Customer Services .
Inclusion Calling Centre
Start date: June 2019
Contract: Fixed term until end of December 2019, likely to be extended / made permanent.
Shifts: Monday to Friday 11am to 7pm, with some weekend working during peak periods
Our vision is a more integrated society where there is understanding and appreciation of each other’s differences. As an equal opportunities employer, our aim is to have a diverse workforce to reflect the communities we work in. We are also the largest provider of the National Citizen Service (NCS). We are proud to offer an attractive benefits package to eligible employees, e.g. contributory pension, an additional day off for volunteering, Simplyhealth cash plan, Ride 2 Work, childcare vouchers, season ticket travel card loan, etc.
About the role
We are looking for a motivated, enthusiastic individual to join our Inclusion Calling Centre in Manchester, in the Customer Services department. Our team make outbound calls to, and handle inbound calls from, parents and guardians to follow up on the medical and support information they have provided on young person's application to NCS. You will play a crucial role in ensuring that the gathering the information about the inclusion needs of young people is managed smoothly. The purpose of the calls is to gather the information we need for a young person to safely take part in our programmes. The successful candidate will report to the Inclusion Calling Centre Team Leaders and will work in a fast paced environment, with a focus on customer experience and an expectation to meet both quantity and quality targets.
What we need from you
-Ability to self-motivate and remain calm under pressure
-Experience of regularly meeting or exceeding targets and KPIs
-Customer service experience, including complaints handling, preferably over the phone
-Exceptional communication skills, written and verbal
-Excellent attention to detail
-Attention to detail and strong organisational skills
-Enthusiasm for, and commitment to our mission and values
-Experience of working with young people with additional needs (desirable)
-Experience with our CRM system - Salesforce, and telephony system - Natterbox (desirable)
Please submit your CV and a one-page cover letter through our online application system by Friday 14th June 2019, outlining your suitability for the role. (No agencies).
We look forward to hearing from you!
We receive a multitude of applications. If you have not heard from us within two weeks of your application, please assume that on this occasion you have not been successful.
-The Challenge is committed to safeguarding and protecting the young people that we work with. As such, all posts are subject to a safer recruitment process, including the disclosure of criminal records and vetting checks. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practice across our programmes. We expect all staff and post holders to share this commitment to safeguarding by ensuring compliance with our policies and practices.
-The Challenge is committed to protecting the privacy and security of your personal information. Our privacy notice can be found on our website. This describes how we collect and use personal information about you prior to, during and after your working relationship with us, in accordance with the General Data Protection Regulation (GDPR) or any subsequent data protection legislation in force from time-to-time.
-The Challenge has a legal responsibility to ensure that all its employees have the right to live and work in the UK. Therefore, if you are made an offer of employment, this will be subject to The Challenge verifying that you are eligible to work in the UK before you start work.