SKILLS NEEDED FOR A CONTACT CENTRE AGENT:

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

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