Senior Customer Experience Agent

Main Responsibilities

Job Title: Senior Customer Experience Agent

Location: Wath upon Dearne, South Yorkshire

Salary: £18,000  per annum + benefits

Contract Type: Perm/Full time

Sector: Customer Service

An exciting opportunity has arisen for 2 Senior Customer Experience Agents based in Wath-upon-Dearne to join an expanding company with excellent public transport links to Doncaster, Barnsley, Sheffield and surrounding areas. These are permanent roles working 37.5 hours per week on a rota of shift between the hours of 8am and 6pm. The shifts are Monday to Friday and do not include any bank holiday working.

In return, Senior Customer Experience Agents will receive a salary of £18,000 per annum.

Due to the nature of the service this is not a “typical” contact centre, there is NO selling as it has no product to sell or the need to “retain” customers. You will be the first point of contact for anyone wishing to book patient transport. The role is to take initial transport bookings from patients, patient representatives, care homes or health care professionals, or to amend or cancel existing bookings, applying the appropriate eligibility criteria. You will also make journey confirmation calls. 

Alongside call taking responsibilities as a Senior Customer Experience Agent you will also be required to fulfil additional duties such as dealing with level 1 service complaints, call monitoring, coaching sessions with CEA’s and managing day to day resource to ensure service level agreements are met.

As a Senior Customer Experience Agent, your duties will be to:

• Deal with telephone queries and provide information to both external and internal customers as necessary.
• Communicate effectively and liaise with customers, relative client departments and management. 
• Have excellent interpersonal skills and telephone manner
• Adhere to the minimum target call and communication levels and standards as set by the company.
• Keep up-to-date with briefs and news articles to remain fully informed with company and legislative changes.
• Adhere, at all times, to the Data Protection ICT and Confidentiality Policy.
• To keep up to date and complete training as requested.
• To be aware of safe guarding policies and procedures.
• To understand the escalation process and implement when necessary.
• To work as a team to support colleagues.
• Have the ability to work in a fast pace environment.
• Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Manager.
• Keep accurate and timely records of all communication contacts with customers.
• Provide a high level of customer experience that is informative and confidential to customers whilst achieving service objectives
• Develop CEA’s by conducting monthly LNA and coaching sessions, facilitating agreements of PDP’s, learning objectives, learning logs and what development support to be provided
• Deliver support and coaching to CEA’s
• Effectively manage stage 1 service complaints in line with the non-conformance and escalating to a Team manager when there is a requirement for corrective action
• Provide support to seniors on project work and change implementation when required 
• Adhere to all quality management system processes and procedures ensuring all responsibilities are delivered in line with agreed requirements
• Meet all company standards and compliance requirements
• Managing the day to day resource to achieve the SLAs for the call flows and complete and relevant reporting
• Ensure compliance with governing body guidelines
• Carry out any other duties relevant to the role as directed by your senior or Team Manager

The Ideal Candidate

To be a successful Senior Customer Experience Agent you will have the following skills and experience:

• Be confident and courteous communicators with an excellent telephone manner.
• Have a proven conscientious and well organized approach to work load.
• Working under own initiative and the ability to plan effectively in order to pre-empt potential issues and counteract effectively.
• Have experience working within a busy call centre environment.
• Have a good standard of written and spoken English.
• Have provable excellent customer service skills, rapport building and communication skills with the ability to adapt own approach to suit a diverse range of people.
• Working as part of a team
• Attention to detail
• Have a positive working attitude and work ethic
• Have good timekeeping skills, behaviours and a professional manner
• Be adaptable, welcoming to change and able to follow instruction
• Be able to work independently and as part of a team to achieve common goals
• Role model behaviour
• Resilience in pressured circumstances
• Leadership
• MS Office and PC skills

The benefits of working for such a large organisation are - Company pension scheme with employer contributions, life assurance, child care vouchers, eye care vouchers - free eye-tests/discounts for VDU users, discounts from major providers of services like: O2 Mobile phone packages, Dell laptops, Budget car hire, British Gas, Super Camps (Ofsted registered school holiday childcare), Long Service Awards and much more. The centre is modern and well equipped, excellent staff facilities including showers, full kitchen facilities with free tea and coffee and a very supportive environment.

Please note that due to the confidential nature of the business you will be required to undergo a Disclosure and Credit Check. You will also be required to provide a full 5 year work/education history and references will be taken up.

G4S are an equal opportunities employer and holders of the Disability Confident Employer status. Applicants with a disability who meet the essential criteria will be guaranteed an interview. Final appointments will be subject to successful completion of vetting.