Contact Centre Agent

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Location: Leicester HQ

Reporting to: Contact Centre Team Leader

Bellrock Property & Facilities Management Ltd provides specialist risk focussed workplace management and property management services to a wide range of complex and sophisticated clients throughout the UK. Operating in the corporate, healthcare, education, retail & leisure and local authority & central government sectors, we create and implement bespoke solutions to improve the performance and value derived from non-core activity.

As part of our continued growth, the opportunity has arisen for the Contact Centre Agent to join the In Bound-Contact Centre team based in Leicester.  The key purpose of the role is to undertake client specific duties and ensure the smooth running of the department by answering calls and emails in a timely and efficient manner, to provide an excellent level of customer service through all communication channels. We are looking for someone who has knowledge on day to day running of pubs/restaurants to help aid the client efficiently.

Key Accountabilities:

  • Answering calls from specific clients and contractors in accordance with the agreed procedures on which performance will be measured
  • Raising maintenance/security/Health & Safety orders via the Bellrock computerised databases following agreed procedure on which performance will be measured
  • Monitoring jobs already logged onto the system to ensure that the Contractor has attended the clients site within the agreed SLA
  • Obtaining authorisation as appropriate for works exceeding set guidelines
  • Using email to inform and receive instruction
  • Dealing with emails relating to order/quote approvals and queries from Contact Centre Agents and Contractors
  • Monitoring overdue orders through to completion
  • Ensuring set performance targets and KPI’s are met
  • Managing and resolve customer complaints
  • To ensure compliance to all relevant statutory duties under the Health and Safety at Work Act, details of which are listed within the Company’s Health and Safety Policy


  • Computer literate
  • Good decision maker
  • Good Problem solver
  • Excellent customer service and communication skills
  • Comfortable engaging with customer via telephone and email

Core Qualities & Attributes:

  • Great Listening Skills
  • Advanced Data Entry Skills
  • Effective communicator across all levels
  • Experienced Customer Service Advisor and Customer Focused
  • High Attention to Detail
  • Professional attitude towards colleagues and clients
  • Strong ability to Multi-task
  • Call centre experience 1 year (Essential)
  • Hospitality and Catering experience min 1 year (Essential)
  • Facilities management experience min 1 year (Desired)
  • Hybrid working -working at home experience (Desired)
Successful applicants must be able to attend 4 weeks training at head office in Leicester Mon-Fri between 9am-5pm.

In return Bellrock are offering a competitive salary.  Working hours will be 35.75 per week worked over shift patterns between the hours of 7 a.m. and 7 p.m. Monday to Sunday. In addition Bellrock is offering Holiday of 25 days pro rata per year + bank holidays.

In addition to this Bellrock also offers the successful candidate employer contributed pension scheme and a Company Retail Discount Scheme.

If you are interested in applying, please submit your CV and covering letter via the link or directly to


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