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Helpdesk Customer Advisor (Call Centre Inbound calls)

  • Location

    Manchester, Greater Manchester

  • Sector:

    Morson

  • Job type:

    Contract

  • Salary:

    £100 - £116 per day

  • Contact:

    Rail Technical Team

  • Contact email:

    mrt@morson.com

  • Job ref:

    166830CST_1566549703

  • Published:

    30 days ago

  • Expiry date:

    2019-09-13

  • Start date:

    ASAP

  • Client:

    #

Job Title - Helpdesk Customer Advisor (Call Centre Inbound calls)

Location - Manchester

Rates - up to £132.79 Umbrella or £116.74 PAYE day rate | IN SCOPE OF IR35

About the role:

My client is looking for an experienced Helpdesk Customer Advisor to joining their busy team in Manchester for an initial period of 3 months with a view to extending. As the Helpdesk Customer Advisor you will be responsible for providing a right first time customer service to a range of internal and external customers in accordance with statutory, regulatory, contractual, customs & excise and group policy and regulations.

What you will do:

  • Responsible for operating high volume query management system answering queries in relation to payroll, recruitment, payables and personal protective equipment.
  • Keep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements.
  • Ability to thrive in a busy, customer orientated environment, enjoying the challenges and rewards involved in dealing with hundreds of different customers delivering a right first time levels of service.
  • As the voice of the shared services you'll always provide an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand.
  • Develop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements.
  • Support the client better day every day initiative by highlighting areas of potential improvement at the daily / weekly focus groups.
  • Play your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Work with others to support a culture of operational responsibility where individuals take personal ownership for delivery

Your experience will include:

Essential

  • Call centre experience (inbound calls)
  • Exceptional listening skills
  • Professional telephone manner
  • Able to demonstrable excellent customer service skills
  • Experience of managing difficult conversations to a positive outcome
  • Able to demonstrate the ability to influence stakeholders positively
  • Excellent communication skills

Desirable

  • Occupational knowledge of shared services
  • Educated to degree level or equivalent
  • ORACLE eBusiness Suite experience