Job Title: Customer Service Operative
Job Category: Customer Service
Contract Type: Part-time
BUUK Infrastructure are currently recruiting for 2 Customer Services Operatives.
Both roles are permanent, part-time positions (20 hours per week).
About the role
To deliver exceptional customer service to all current and potential future customers across our four BU-UK brands.
Contact centre operating hours are Monday – Friday 8:00am – 8.00pm and Saturday 9am to 1pm. This will be based on a rota whereby operatives will be required to work to allocated time slots. Further information is available on request.
*Please Note* : We require all our Customer Service personnel to have their criminal records checked through the Disclosure and Barring Service (DBS). This is due to handling and processing sensitive customer data. Any unspent convictions will be considered on a case by case basis. This is in accordance with our Recruitment of Ex-Offenders Policy.
To answer inbound calls and respond to written contact, within set timescales and quality measures ensuring customer needs are met to a high standard whilst keeping us compliant with industry regulations.
Represent the company always, and endeavour to resolve customers enquiries first time, every time.
Endeavour to achieve first contact resolution at every possible opportunity by delivering expectational customer service. Ensure we meet our customer’s needs as efficiently as possible and keep customer effort low by keeping our promises.
To assist with inbound sales enquiries and new sign-ups for all our retail brands, in addition sign up potential new Sky customers with Sky TV as the opportunities arise and where it benefits our customers.
To actively encourage our customer and potential customers to take part in our customer satisfaction surveys. To achieve superior customer service, we need to listen to our customers and act upon their feedback.
To ensure customer records are updated accurately and in a timely, to support the customer going forward and help the business understands our customer needs better.
Skills / Qualifications
NVQ Level 2 or equivalent standard of education
– Experience of working with customers or members of the public
– Ability and desire to deliver the highest quality support to customers
– Customer focussed
– Experience of working in contact centres is not essential
– Demonstrate strong verbal and written communication skills.
-Excellent listening skills, the ability to build rapport and empathise with customers
– Able to work independently and make decisions
– A desire to help others, with a willingness and ability to take ownership of issues through to resolution
-A positive, friendly and pro-active attitude
-Flexible and adaptable with the ability to interact with all types of customers
-Well-developed organisation skills with the ability to multi task
– A passion and motivation for working to individual and team targets
– Attention to detail
– Ability to work well as part of a dynamic team
Our single mission which should act as an overarching guide to our actions in every part of the business, is:- “To deliver consistently high quality service to customers to earn their long term loyalty to BUUK”.
Our aim is to be a high performing company that employees feel proud to be part of and that offers long term satisfying employment. We like to encourage openness and honesty, a can-do attitude, flexible thinking and working as change in business and life are constant. We empower our people to make decisions and we are proud of the passion and commitment shown by every member of our hard-working team. BUUK is also committed to being a Great Place to Work.
We offer some fantastic benefits including a competitive pension scheme, life assurance, innovation reward scheme, employee referral bonus and wellbeing assistance (24 hour helpline and counselling service).
We also have a flexible benefits scheme which includes the ability to purchase additional holiday, child care vouchers, medical insurance, gym membership and our corporate perk scheme (reduced cinema tickets and discounts at high street shops). Where applicable (We have an active social calendar with events taking place throughout the year which are subsidised by the company.)
If you have any questions or would like to discuss the role in more detail, please contact the HR team for an informal discussion in confidence. Alternatively, you may email any questions through to firstname.lastname@example.org
Please note that all applicants must have the right to work in the UK to be considered for this role and will be expected to provide evidence of this if invited for interview.
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