Services Call Centre Advisor

Our client, a well-known third sector organisation is looking for a focused and self-motivated candidate to join their busy Services Centre team. To accept and where possible resolve queries from tenants, prospective residents, staff and other stakeholders. To record these as appropriate through the organisation's computerised systems and proceed in line with the organisation's established policies and procedures.

The Ideal Person

• 4 GCSE passes Grades A-C or equivalent including GCSE English
• At least 6 months experience dealing with incoming and outgoing calls
• At least 6 months experience in a computerised office environment

Responsibilities

• Answering all calls into the Services Centre within target times, courteously and maintaining high standards in customer care. Meeting Key Performance Indicators and targets on a monthly basis as defined in monthly appraisals.
• Receiving, acknowledging and resolving, where appropriate, telephone and written enquiries, keeping callers regularly updated as appropriate. Referring issues, which cannot immediately be resolved to the Services Centre Manager and raising priority actions when required to operational staff.
• Using management information to ensure that all enquiries are responded to within the target times.
• To comply with Security, Data Protection and Confidentiality Policies within the organisation and alert Supervisor to any incidences or breaches of the policies or inaccuracies in the data held.
• Taking and relaying messages as appropriate to operational staff as and when required.
• Update the organisation's computerised records, providing reports and performance statistics, as required.

For further information on this vacancy, or any other Public Sector job in Belfast or wider Northern Ireland, please apply via the link below or contact Emma Hall in the strictest confidence.