Emergency Call Coordinator - Leicester, United Kingdom - PA Housing

PA Housing

Verified Company

Leicester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job reference: 000758

Salary:
£13.84 per hour

Closing date: 16/08/2023

Location:
Bede Island - Leicester

Employment type:
Bank

Hours Per Week:

BANK

A little bit about what we are looking for...

Reporting to the Service 24 Team Leader, the Service 24 Coordinator will motivate, inspire, support, and develop our advisor team to ensure our customers experience a high-quality level of service every time.

This is a Bank role, covering hours on a shift basis when needed, this role is also fully office based.

Your responsibilities...

Offers effective positive and constructive feedback to drive performance
Reduces call escalations through effective coaching and support and handle escalated calls
Creates and fosters a positive, successful, and professional work environment
Offers frequent formal and informal recognition
Communicates business strategies and results to advisors, empowering them as they resolve customer issues
Provides timely feedback to the management team on customer trends, issues and needs
Resolves operational and interdepartmental problems quickly
Ability to work evenings, weekends, or varied shifts as assigned
This job requires reliable, predictable, and consistent attendance
Answer queries from advisors regarding operational questions
Provide support to advisors in their daytoday activities
Assist as training support new starters
Assist with coaching and mentoring advisors to meet department and personal goals
Identify and propose solutions to bottlenecks, system issues
To have a service first approach ensuring that calls take priority over any other duties
Be the first port of call for out of hour's advice guidance and support, ensuring that key departmental and business messages are communicated to the team
We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._

We'd be looking for you to be resilient, work well under pressure and possess strong communication skills. You should be confident in using IT systems and CRM databases and have strong decision making and problem-solving skills.

Previous experience in a customer service environment and knowledge of customer service techniques is essential, ideally within an emergency call centre/out of hours type role before, as well as experience within coaching and developing others.

Job Type:
Zero hours contract

Salary:
£13.84 per hour

Work Location:
In person