Customer Experience Agent - 37.5 hours per week

Main Responsibilities

Customer Experience Agents

Wath-Upon-Dearne, South Yorkshire

 £15,025 rising to £15,225 after successful completion of probationary period

37.5 hours per week 

We currently have fantastic opportunities for Customer Experience Agents to join G4S in Wath-upon-Dearne with excellent public transport links to Doncaster, Barnsley, Sheffield and surrounding areas.

You will be the first point of contact for customers, where, via various communication methods, you will deliver an empathetic, accessible and empowering information service.

As we’re a service that recognises our customers’ needs our focus, commitment and motivation is purely concentrated on the quality and development of the service we provide to the real lives of the customers we support, thus we operate a quality driven environment.

A full training and induction programme is provided where you’ll learn and demonstrate, how to;

• Facilitate effective interactions with customers who are experiencing various levels of emotions and concerns, providing solutions to their needs
• Confidently discuss customers’ situations which often involve difficult circumstances
• Accurately capture and record all customer contacts using our IT systems
• Provide an informative service that empowers the customer to decide what’s best for them, whilst at the same time demonstrating we’re a service that has the time to listen and acknowledge the emotions and challenges they’re experiencing

On successful completion of your training you will be fully supported and coached during your integration into delivering live customer interactions. You’ll also be provided with a clear development plan that outlines how you’ll achieve realistic quality targets and develop into other communication channels or roles.

Due to the nature of our service we’re not a “typical” contact centre, there is NO selling as we have no product to sell or the need to “retain” customers, and neither is there pressure to complete a call in a couple of minutes as you will find in a lot of the contact centre opportunities in the area.

These are permanent roles working 37.5 hours per week on various shifts between the hours of 11 am – 8pm Monday – Friday and between 9am – 4pm on alternate Saturdays.

The benefits of working for such a large organisation are:

• Company pension scheme with employer contributions and 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)
• Corporate perks - discounts on high street shops and brands
• Hospital Saturday Fund (HSF) Health Plan
• Charity work - Match-it & payroll giving
• Employee of the month/year
• Long Service Awards
• Recommend a Friend - receive a cash payment
• Employee Care Scheme (Best Doctors and First Assist counselling service)
• G4S Excellence awards
• Talent Management
• Enhanced Maternity Leave

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.

The role is suited to individuals who can display empathy and are prepared to listen to callers and be able to make decisions in a consistent manner.

The policy is to promote from within and there have been a number of such promotions made recently, therefore if you want to work in a non-sales contact centre, enjoy speaking with people, and have a mature and caring outlook then this might be the opportunity for you.

The Ideal Candidate

Main responsibilities

• Providing a high level of customer experience that is informative and confidential to customers whilst achieving service objectives
• Keeping accurate and timely records of all communication contacts with customers
• Demonstrating a good understanding of company policies
• Making judgments when to escalate any issues
• Complying with all operational security policies

Successful candidates will:

• Have experience working in a customer focused environment, providing customer services over the phone and/or other communication channels
• Be confident and courteous communicators with an excellent telephone manner 
• Have a proven conscientious and well organised approach to work load, working on own initiative and the ability to plan effectively
• Be able to work under pressure, often dealing with emotive issues
• Have an excellent standard of written and spoken English
• Have excellent customer service, rapport building and communication skills with the ability to adapt own approach to suit a diverse range of people
• Have a willingness to learn and be open to change
• Be I.T literate, specifically experienced in using Microsoft Office packages

You will also be required to provide a full 5 year work/education history and references will be taken up.