JOB DESCRIPTION

POST TITLE: CONTACT CENTRE ADVISORDATE: May 2018

RESPONSIBLE TO: CORPORATE SALES MANAGER, CSA SUPERVISOR

DETAILS OF DUTIES AND RESPONSIBILITIES:

Job Purpose and Main Aims

Responsible for handling incoming telephone calls and emails from customers for all BPL sites. Excellent communication skills are required to ensure that all calls and emails are dealt with in a confident and professional manner.

Call Center Representative Skills:

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Problem Solving, Multi-tasking

Specifically

  1. To liaise closely with theCorporate Sales Manager and Corporate Sales Supervisor, during the day to operations of the contact centre. Ensuring that all matters relating contact center activities are dealt with in a professional manner.
  1. To have a clear and confident telephone voice and be able to work independently.
  1. To manage all calls efficiently and to be able to give clear accurate information to the customer.
  1. Book activities over the phone and ensure data is captured from customers and passed onto the relevant departments.
  1. Have competent IT skills, using a number of databases to capture and record information.
  1. Sells additional services by recognising opportunities to up-sell accounts; explaining the benefits of new features.
  1. To encourage wider use of the Centre’s activities and memberships and facilities to current and potential customers, communicating new ventures, special offers, etc to customers.
  1. To undertake all administrative duties, including maintenance of all records in accordance with set procedures.
  1. To be responsible for taking payment of the phone.
  1. To identify and communicate to supervisor/manager any future training and development needs
  1. To participate in staff meetings on a monthly basis to ensure you remain current with all BPL’s Sales policies and procedures

And any other duties commensurate with the grade and falling within the scope of the post, as requested by Management.

JOB HOLDER / MANAGER/SUPERVISOR
Agreed by: ……………………………………
Date: …………………………………………. / Agreed by: ……………………………………
Date: ………………………………………….

PERSON SPECIFICATION

POST TITLE: Contact Centre Advisor

Criteria / Essential / Desirable
Skills knowledge
& abilities / Ability to develop relationships at different levels and win the trust and respect of internal and external customers.(I)
Excellent telephone skills, with the ability to capture customer data and carry out telephone bookings.
Excellent sales and negotiation skills with a persuasive ability(I)
Ability to work independently
Excellent written and oral communication skills (A,I)
Working knowledge of Microsoft Packages(A,I)
Organizing and Planning Skills(A,I)
Experience of using databases(A,I) / √
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Experience / Experience of negotiating with customers. (I)
High level of interpersonal skills.(I)
Ability to work as part of a team.(I)
Tactful and sensitive with good communication skills to deal with the public.(A,I)
Ability to deliver a quality service with minimum supervision.(I)
Ability to promote the services, products and facilities.(A,I)
Keyboard skills and computer literate.(A,I)
High level of organisational and administrative skills.(A,I) / √
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Other / Able to work flexibly to needs of the business including evenings and weekends hours.(I)
Ability to work under pressure.(I) / √
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JOB HOLDER / MANAGER/SUPERVISOR
Agreed by: ……………………………………
Date: …………………………………………. / Agreed by: ……………………………………
Date: ………………………………………….

POSITION:Contact Centre Advisor – BPL Head Office

Information to Candidates on Employment Terms and Conditions

The following details outlining some of the main Terms and Conditions of Employment are for information only. They do not constitute a contractual agreement. A full Contract of Employment will be issued to the successful applicant on appointment.

1.Working Hours

The normal hours of work will be Position 1: 15.5 hours per week over a 2 week

rota (Week 1: Fri 8am – 4pm & Sun 8.30am – 5pm. Week 2: Fri 8am – 2pm &

Sun 8.30am – 5pm).

Position 2: Casual “as & when required” hours per week.

Hours are to be worked to suit the needs of the business and may include days,

evenings, weekends and Bank Holidays.

2.HolidaysThere are 20 days annual leave from 1 April to 31 March each year plus 8 Bank Holidays (pro rata for part-time staff). Staff appointed part way through a holiday year will receive a proportionate entitlement.

3.Salary

The rate of pay will beup to £8.14 per hour depending on age.

4.Pension

There is eligibility to join the BPL Friends Life Pension Scheme

  1. Probationary Period

All new appointments are subject to a probationary period of 6 months during which time suitability for the position appointed will be assessed.

6.Notice Period

The notice period that will operate on both sides to terminate the Contract will be one month or, on the employer side, one week for every year of service (to a maximum of 12 weeks) if this is greater.

7.Appointment

Appointments made are subject to satisfactory to the employer of a health clearance and two references.

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