Contact Centre Agent

Contact Centre Agent | London | Permanent

Salary: £24,169

Shifts: Monday to Friday 8 am to 5 pm / 9 am to 6 pm

Hours: 40 hours

Benefits and perks:

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• An impressive holiday allowance that rises in line with your years of service.
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• \nAdditional day off for your birthday so you can celebrate in style.
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• \nDeath in Service allowance to ensure your loved ones are provided for in the event of tragedy.
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• Spend those crucial moments with your new-born baby with our enhanced Maternity and Paternity leave.\n
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• \nComplimentary day of annual leave to cherish unmissable family moments – could be graduation, first day of school or moving home.
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• Look after your wellbeing with access to a health and wellness program.\n
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• Make the most of ‘Medicash Perks at Work’ – a tool for CitySprint colleagues to enjoy a variety of high-street discounts and rewards.
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• Our ride to work scheme means you can keep fit while saving money – what’s not to like?!
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• Travel for cheaper with interest free season ticket loans (available after a years’ service)
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Who are we?

CitySprint is on a Fast track to become the UK’s leading courier services provider, with current market domination of the Same day service areas already.

Through regular investment in our people, our service offering and our customer proposition, we are paving the way for courier services to be more intuitive, more capable, and more responsive to our customers’ needs than ever before!

Being this awesome takes a lot of hard work and commitment to our company values and vision. So naturally we need to secure top-notch talent to ensure we continue growing and improving every day.

This is where YOU come in!

CitySprint have an exciting opportunity for a Contact Centre Agent to provide excellent customer service to customers telephoning the Contact Centre; to resolve queries at the first point of contact and to ensure that customers receive a prompt and courteous service.

Our Contact Centre Agents are the voice of CitySprint. They are responsible for answering inbound contact from clients via phone, email and digital channels, and doing so using agreed processes and whilst attaining agreed KPIs and SLAs

The main responsibilities within the Contact Centre Agent role are:

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• Handle escalations in line with protocol and handover processes to the Supervisor.
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• Monitor the email group(s) using proactive, solutionoriented decisions.
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• Regular quality call & email monitoring – achieving a minimum standard of 85%.
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• Achieving average call handling times as required based on seasonal call volumes.
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• Achieving an average wrap-up time after a call of as required based on seasonal call volumes.
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• To proactively maintain a high level of Customer service across all quotes and bookings with proactive updates on all exceptions or issues, as necessary
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Skills needed for a Contact Centre Agent:

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• Flexible, self-motivated and ability work with the minimum of supervision
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• Skilled listener, with a problem-solving attitude and able to articulate both verbally and in written form
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• Confident telephone manner
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• Be adaptable within a fast-paced environment, embracing change for the benefit of Customers and colleagues alike.
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• Experience in working in a fast-paced contact centre environment.
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• High levels of punctuality and attendance.
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• Adherence to scheduled breaks and lunches.
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If the Contact Centre Agent role sounds perfect for you, we really want to hear from you!

The successful candidate will be required to undergo a DBS check as part of the recruitment process. Conditional job offers are subject to a satisfactory DBS check

We do not require the assistance of agencies with this vacancy – thank you in advance