Contact Centre Agent

 

Location: Norwich, St Andrews Business Park, NR7

Contract: Full Time Fixed Term Contract

Shifts: 37.5 hours per week, Monday – Friday, working on a shift basis between the hours of 8am until 6.00 pm with 1 hours unpaid lunch break

Work model: Fully onsite

Salary: £23,729

 

Williams Lea seeks a Contact Centre Agent on a short term contract to join our team!

 

TSO is a UK based division of Williams Lea. TSO turns authoritative data and content into outstanding performance for our high profile regulatory and government clients and their customers. We make information work. As a digital first publisher and reg tech provider we offer a compelling suite of publishing solutions, reaching our client’s users and customers through online publishing of structured data, apps, multi format commercial publishing, distribution and marketing and e learning solutions.

 

Key responsibilities 

Answering inbound calls, e-mails, and webchats from multiple inbound line services for both TSO and third-party clients. We have such a wide and interesting customer base both UK and Intl, B2C and B2B.Respond to customer queries about ordering, including price queries and availability of muti-format products.Handle and resolve any technical queries that may arise when dealing with online orders/form submissions/account setups and system access.Deal with customer complaints using the company’s set processes and procedures, logging all complaints on TSO’s bespoke Customer Care database ensuring that each are dealt with and resolved in a professional and timely manner.Build customer’s interest in the services and products offered by TSO

 

Personal attributes

Customer focused – able to relate and respond directly to customer needsStrong communication - able to convey information clearly and confidently, using the appropriate communication method, as well as capture information.Excellent written communications, ability to create grammatically correct email/written communications ensuring accuracy. A good level of computer knowledge/technological skills - the person should be comfortable using search tools, browsers and also email features as well basic knowledge in both Word and Excel.Ability to deal with customers effectively in all circumstances, remaining calm whilst dealing with difficult situations.Accurate and excellent attention to detail.High level of motivation.Ability to manage own workload & to follow instructions as well as take responsibility for actions and keep commitments.Ability to comprehend, capture as well as interpret basic customer information through data collation.Ability to work well as part of a team, to exhibit objectivity and be open minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, and aid others to succeed.

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

 

25 days holiday, plus bank holidays(pro-rata for part time or fixed term roles)Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.Life AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral Scheme

 

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

 

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

 

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).