The Frontline Agents role purpose is to assist the customer with their enquiries via inbound calls. The agent will need to log all customers correspondence which has been received by email, fax or letter.
To be a successful Frontline agent you will need to ensure day to day interaction with customers and peers across Company Sales Business Units, Customer Services, Operations and Customer Accounting
Specific Role Challenges (key focus areas/challenges expected for post holder)
Ensure all queries are resolved/escalated within set SLAs and KPIs
Adherence to company and legislative regulations regarding the management, storing and retention of data
Ensuring customers receive a professional and effective frontline support experience
Activities & Responsibilities:
Proactively communicate with customers and colleagues to advise ongoing status of each claim.
To assist the customer with their invoice enquiry whilst maintaining a high standard of customer care.
Attempt to resolve the customers' enquiry over the phone wherever possible in order to facilitate prompt payment.
If unable to assist the customer, at the time of the call; logging a detailed note to enable the backline team to resolve the issue.
Take approx. 90 inbound calls per day.
Action all supporting administration roles - post given, email/fax missing documents to customers.
To work as part of a team to achieve a 1% ACR result.
Liaise with other departments to assist the customer wherever required.
Skills/Experience & Educational Background:
Critical Competencies at High Level:
Communication skills verbal/written
Ability to use own initiative
Maths & English GCSE grade 4 or above (old A - C or equivalent)
1 year call centre experience within a customer environment
This is a 1 year contract which could be exteneded.
Salary per year GBP21,500k
You will also need a clean criminal record check and full 5 year history with no gaps
* We are only able to accept applications from candidates with previous experience for this role.
If you do not hear from us your application has been unsuccessful.