Contact Centre Advisor - Warrington, United Kingdom - Omni RMS
Description
Team Overview
The role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003 & Online Safety Bill.
Purpose of the Role
We aim to deliver best-in-class customer service with a consistent feel and professional approach, supported by business processes and an induction training framework that represent industry best practice.
Key responsibilities
- Manage own workload assessing the relevance and nature of each contact and deal with it as appropriate
- Accurately record consumer information and complaint details to feed into wider business reporting
- Meet and exceed business, written & quality KPI's
- Provide excellent customer service to citizens and consumers for complaints and enquires relating to Online Safety issues.
- Complete any other adhoc requests that are in line with your skill and capability.
Skills, Knowledge and experience
- Excellent verbal and written communication skills
- Experience of using and engaging across multiple platforms e.g. Phone, Twitter, Facebook, Webchat
- Effective conflict resolution skills and experience of handling consumer complaints and enquiries
- Attention to detail experience of complaint categorisation and writing concise case notes
- Must be comfortable working towards challenging quality targets
- Ability to build and expand on sector knowledge
- Team Player
- Strong interpersonal and communication skills within a small team
- Flexibility and ability to act on own initiative
- Experience of using Salesforce an advantage
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