RAFATRAD Contact TeamAdvisor
RAFATRAD Ltd is a wholly owned subsidiary of the Royal Air Forces Association (the Association), a registered charity, number 226686 in England and SC037673 in Scotland. Profits from the business activities of RAFATRAD Ltd are covenanted back to the charity at the end of each year.
Appointment: / Contact Team Advisor / Contact team is located in Atlas HouseManager / Contact Team Manager
Hours of Work: / 20 hours per week
1300 - 1700 / Monday – Friday
Shift 1 - 30 min unpaid rest break
Location: / Atlas House / Leicester LE3 1UT
Salary / £ 18,249pa (FTE 40 hour week)
£8.75 per hour
Job Role
Answer the calls made by RAF Association customers and service the call from a wide variety of subjects which include but not exclusive to – membership, welfare, fundraising, events, marketing and communications, area queries, branch enquiries, volunteering and trading.
To answer and service calls made by other customers.
Handle action and distribute enquiries generated through database cases, email and web site
Provide support to electronic communications (web chat) made via the website
Provide accurate, meaningful and consistent information in support of customers
Handle outbound calls either as part of a campaign or as individual contacts to customers, members, supporters and other identified individuals as directed
Listen patiently and empathise with the caller’s situation and convey a genuine desire to help, assist and support
Deal with routine customer enquiries, in accordance customer service standards
Empathise and deal with highly emotional individuals who find themselves in difficult or challenging circumstances
Deal calmly and efficiently with upset, angry or difficult individuals in line with RAFATRAD policies and guidelines
Identify and handle vulnerable persons in an appropriate manner and in line with RAFATRAD policies
Maintain accurate customer records through data input to the relevant databases
Deal direct with RAFATRAD shop customers via telephone and emails and undertake appropriate data input and order placing.
Accurately update customer records and other data input requirements
Ensure that all customers personal details are kept safe and secure at all times
Ensure the Contact centre and immediate work stations and kept neat and tidy and free from clutter while maintaining a safe working environment
To give general administrative support where appropriate and necessary to other teams where appropriate or directed.
Responsibilities
The Contact Team
Provides customers with polite, timely and proactive customer service
Updates, handles and records personal data in the most accurate and secure method possible
Ensures individuals of various abilities are able to access and use services provided
Provides quality calls, contacts email in and out of the Contact Team
Communicates professionally and politely with colleagues, members and supporters and all other callers
Delivers the highest possible customer service levels at all times
Use all opportunities to raise the profile of its customers and its work
Maintains high levels of accuracy in recording customer data collection
Updates the CRM system with accurate information about calls made and appropriate actions taken
Secures and destroys customer information in line with RAFATRAD guidelines
Applies confidentiality to all areas
Workloads and resources are balanced
Apply up to date and relevant practices based on the appropriate legislation
Deliver, to standards and objectives set, additional campaigns, projects and work flows that are allocated
Ensure that RAFATRAD policies and procedures are adhered to
Health, safety and security
All Contact Team staff are responsible for:
Alerting visitors to the contact centre potential Health & Safety issues around the contact centre
Complying with health and safety policies, procedures and arrangements
Discuss any concerns or issues arising from work activities with Contact Team Director, DFM, Manager or Supervisor.
Ensure that visitors mobile phones, laptops, tablets and any other recording devises are not used within the contact centre environment (not including Company issued equipment) unless authorised by a director, DFM, manager or supervisor
Undertake health and safety training.
Report any significant risks and comply with protective and preventative measures identified.
Record and report any accidents, incidents, near misses and significant events.
Take care of their own safety and that of others.
Person Specification
Essential
Previous experience of working in a call / contact centre or customer facing environment
Customer service experience
Previous experience/training in providing telephone / online information
Good IT skills including Excel and Word
Good experience of using CRM and customer databases systems
Experience of researching, collecting and recording data
Good English literacy and numeracy skills
Good administration skills
Good, confident and polite telephone skills
Friendly and approachable
Able to use own initiative to identify tasks requiring attention
Attention to detail, careful and accurate
The ability to multitask under pressure and to meet deadlines
Ability to empathise with people at all levels
Experience of dealing with vulnerable individuals
Empathy with the work of the RAF Association
Ability to deal with difficult people and manage and resolve complaints
To be prepared to be flexible and undertake some overtime on occasions
Desirable
Experience with working with or for the Royal Air Force or other UK Forces
Ability to talk to all types of audiences at all levels
Experience working in a membership organisation
Experience working in a charity
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