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Call Centre Analyst

  • Location

    Romford

  • Sector:

    Facilities Management

  • Job type:

    Permanent

  • Salary:

    £18000 per annum

  • Contact:

    Christian Savage

  • Contact email:

    christian.savage@txmrecruit.co.uk

  • Contact phone:

    1332974922

  • Job ref:

    CCA RM

  • Published:

    about 3 years ago

  • Expiry date:

    2021-04-21

  • Startdate:

    2021-04-07

Call Centre Analyst - We are looking for a Call Centre Analyst to be the first and front-line response to all incoming queries and requests made by our clients, residents, customers and clients. You will effectively answer inbound phone calls, respond professionally to emails and work closely with the back-office administration teams to ensure that all queries are resolved as prompt and efficiently as possible.

Your main duties will include;

  • Providing the first contact support for all queries from customers, clients and tenants via Phone, Email, Text and Post.
  • Provide an excellent and professional customer service to customers, clients and residents – ensuring that you are clear, concise, polite and helpful in your response. Professional standards must be maintained at all times.
  • At all times, aim to go above and beyond to provide great customer service – ask relevant questions to check understanding of the query and ensure accuracy in information taken.
  • Record all activity from inbound phone calls/emails within the in-house system as “Communication Events”; ensure all details are accurately noted.
  • Ensure all customer/resident details are up to date and relevant within the in-house system; including checking post codes, contact numbers and resident names.
  • Liaise with the back-office administration team as necessary to quickly resolve queries and issues raised from customers, clients and residents. Take ownership of these, and ensure you respond to the customer/client or resident same day or within 24 working hours of the enquiry received.
  • Where appropriate, pass enquiries to the back-office administration team with accurate and relevant information. Note on the in-house system who/where the enquiry has been passed to ensure follow-up and resolution.
  • Actively review and contribute to the maintenance of in-house process & other relevant documents ensuring they are up to date with relevant information
  • Review impact and prioritisation of issues and escalate major issues to the relevant Contract Management team.
  • Develop excellent working relationships with other team members and other departments within the Company.

Call Analyst salary is up to £18K p/a – 35 hour working week, however candidate must be able to work 12pm to 8pm on a rota basis (normal hours 8/9am to 4/5pm), late shift likely to be 1 in 3-4 weeks currently. but that may expand as the call centre staff numbers increase.  This role is based in Romford
If this opportunity matches your skillset, please apply today!
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