Contact Centre Agent Weekends

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Location: Leicester / Home Based

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 a Contact Centre Agent based in Leicester/Home based. 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.

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
  • Any other reasonable duties which may be requested

Competencies:

  • 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)
  • Hours are Saturday & Sunday 1am-9am
The successful applicant will be required to complete 3 weeks training during the day hours, Monday to Friday 8.00 a.m. to 5.00 p.m.

In return Bellrock are offering a competitive salary. Working hours are Saturday-Sunday based on 16 hours per week and 13 days holiday including bank holiday.

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 recruitment@bellrockgroup.co.uk

 

STRICTLY NO AGENCIES PLEASE.

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