Location:

Milton Keynes

Date posted:

12th September 2019

Employment type:

Permanent

Job reference:

06120-0011037815

Staffing area:

Administration


Description

CUSTOMER SERVICE AGENT

MILTON KEYNES

£18,000

Full Time Role

Rota Basis:

You will work one weekend and one late per month. Your shift will be published a month in advance and your week will be made up for the following hours; Early shift: 8:00 - 16:30 / Day shift: 9:30 - 18:00 / Late shift: 11:30 - 20:00.

Role: To provide the highest level of customer service at all times and to be a single point of contact for our customers at all times ensuring we retain them, we exceed their expectations and that they recommend us to new business. To take ownership of all customer needs ensuring that our customer ATM uptime is maximised and disruption to our customers is minimised. To demonstrate a high level of technical and non-technical problem solving and concerns management skills to support the entire operation.

  • Answer incoming calls within the stated service level agreement (SLA)
  • To resolve customer issues and achieve first time fix rate of 75%
  • All customers with out of service (OOS) ATM's to be contacted within 24hours
  • Proactively monitor an estate of ATM's

RESPONSIBILITIES

  • To provide a first class customer service experience at all times
  • Develop knowledge to a level that requires no scripted answers and apply a comprehensive understanding of the Customer Services operation
  • At all times to show a polite, courteous and helpful manor, uses a clear and courteous telephone manner with a tactful approach to sensitive information
  • Take ownership of work ensuring contact with customer is maintained at regular intervals and are kept informed on progress
  • To utilise the experience within the Customer Service team to resolve issues
  • Follow the business process and procedures on a day-to-day basis
  • Use a logical approach and initiative to fact finding and problem resolution
  • Delivery of MI on a daily/weekly basis where required
  • Build relationship with your peers across the business and encourage openness, sharing of best practices and encouragement
  • Build positive working relationships with external suppliers
  • As a representative of the business it is responsibility of everyone to ensure the business and the business brand is portrayed appropriately

Desired skills and experience:

  • A minimum of 3 GCSE's at A-C grade or equivalent
  • Minimum of 1 year's experience in Customer Service with problem solving, telephone support and complaints handling
  • Formal qualifications in any of the above an advantage
  • Intermediate IT skills with previous experience of Microsoft applications
  • Ability to complete technical training to engineer level and have the ability to communicate it back to a customer at an appropriate level of understanding
  • Ability to investigate and resolve non- technical i.e. financial issues

Technical Competencies:

Demonstrate a good knowledge of word, Excel, Power Point, MS Outlook systems

Knowledge of the ATM parts, functions, possible problems and solutions - familiarity with the ATM sector would be an advantage

Understands how to deliver first class customer service

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Where rates of pay or salary ranges are detailed these are dependent upon your experience, qualifications or training. If you wish to apply for this position please read our Privacy Notice which details how we may use, process, store and disclose your Personal Information: https://www.roberthalf.co.uk/privacy-notice.



Milton Keynes

Pinnacle Mews
1 Grafton Mews,
Milton Keynes
MK9 1FB
gb
01908 201 420
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