Contact Centre Advisor - Warrington, United Kingdom - Omni RMS

Omni RMS
Omni RMS
Verified Company
Warrington, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
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

Qualifications

  • NA_
More jobs from Omni RMS
See all jobs of Omni RMS