Contact Centre Advisor

 

Main characteristics

Location

Harrogate, North Yorkshire

Company

Adecco

Salary

£20281 - £21700/annum

Employment type

Permanent

Category

Customer Services

Job summary

We have an exciting opportunity for a Contact Centre Advisor to join our client, a professional body for the police service in England and Wales, they work with everyone in policing to set standards, share knowledge and good practice, and to support the development of police officers and staff.

The role is a 1 year fixed term contract where you will receive full training to be the first point of contact for the organisation's staff, stakeholders and the general public. After successfully completing the training programme there is an opportunity for the role to be made permanent with promotion.

You will be required to professionally receive, process and where possible resolve issues relating to internal systems, and E-Learning system within agreed timeframes. You will be expected to also handle enquiries from stakeholders and members of the public relating to procedures and guidance offered by the organisation.

Duties include:

Acknowledge, record and process all initial customer contacts received into the Customer Contact Centre and ContactUs mailboxes or by phone in a prompt, professional and timely manner, gathering all relevant information to resolve, escalate or redirect as appropriate and responding to the customer in line with Service Level Agreements (SLAs).
Update all calls, emails and subsequent customer contacts on the CRM system to ensure records are kept up to date, active tickets are reviewed within target timescales from previous update and customers are kept informed of progress, in accordance with SLA targets.
Take ownership of customer incidents, referring second level IT service requests to Contact Centre Advisers, or liaising with other departments as appropriate, seeing them through to resolution whilst maintaining a positive and customer-focused approach to showcase professionalism.

Contract type: 1 year FTC

Salary: £20,281 - £21,700 per annum

Hours: 35 hours per week (Monday-Friday, 8am-4pm or 9.10am-5pm)

Location: You can work from either County Durham (DL15) or Harrogate, North Yorkshire (HG3)

Benefits: Our client offer a great place to work, they are passionate about their people and offer a wide range of benefits, including (but not limited to):

Defined benefit pension scheme with an average employer contribution of 27%
Up to 30 days holiday (this is in addition to 8 public holidays and 2.5 privilege days)
Continued professional development and structured career paths
Enhanced maternity, paternity and adoption leave
Flexi-time (for certain grades)
Benenden Healthcare
National Dental Plan
We also have a number of thriving staff networks that provide the opportunity for advice, support and to drive change. A place to get your voice heard and share experiences.

Why choose Adecco?

We will support you in a multitude of ways throughout your journey including but not limited to expert interview preparation advice, CV writing support, access to a wide range of job opportunities and aftercare once you have started your new role.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website