Inbound Call Centre Agent

Job content

We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.

Working on behalf of a major multimedia provider, you will receive inbound calls from existing customers. There are various reasons for the customer’s call:

· Billing and service cost.

· Delivery queries for devices.

· Customer complaints across all areas.

· New or additional service requests.

· Reduction of existing services.

· Cancellation of products and services.

Start Date: 12th July 2021

Shifts:

Monday to Friday - 8am & 8pm

Saturday and Sunday - 9am & 6pm

The set rota consists of a mixture of early, middle and late shifts, including weekends and bank holidays. All successful applicants must be fully flexible to work between these hours.

Location:

Based at our offices in Hartshead House, Sheffield, close to the city centre with excellent public transport links.

What you’ll be doing:

In this role you will be required to establish the customers reason for the call, answer any questions or resolve any issues they have, deliver an excellent customer experience. The sales element of this conversation is to add value and services to the customer’s account. Perform an effective needs analysis able to identify additional products and services to offer to the customer with a tailored new digital package covering phone, TV, broadband and mobile.

· Receiving inbound calls from existing customers for a variety of reasons.

· Answering and resolving customer queries.

· Ensure the customer is on the most suitable package.

· Offer and sell all digital products and services available.

· Promote the benefits of its digital packages.

· Confidently objection handle.

· Deliver an outstanding customer service and journey.

· Build rapport with customers to recommend suitable products.

· Demonstrate resilience to close a sale on a call that may have started with a complaint or an unsatisfied customer.

What we’re looking for:

· Customer service experience in call centre, face to face or retail (essential).

· Experience in call centre sales (preferred).

· Call centre experience in digital media, broadband or mobile telecoms (preferred).

· Strong, outgoing and confident personality.

· Excellent telephone manner.

· The ability to follow instructions and scripts to meet with compliance requirements.

· Confident and effective communicator.

· Resilience to remain positive and driven after negative call outcomes.

· Target driven & hungry to achieve goals.

· Ability to work in a team.

· I.T literate.

What’s in it for you?

· A competitive basic salary Starting salary £18,772, rising to £20,194.22 after passing 6 month probation.

We also offer a competitive uncapped commission scheme, which can raise your OTE

· 22 days’ holiday (rising to 27) with the opportunity to buy extra leave

· The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

· Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

· Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

· Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

· Discounted employee package – get to know the amazing product range first-hand!

· Performance incentives – ranging from food & drink to vouchers, the latest tech to amazing holidays

· An incredible discount scheme – shopping, eating out, holidays, travel, cinema & much more

· Smart Casual dress policy

· A comprehensive training programme ran by experiences certified trainers

· Progression – We take pride in progressing and investing in our advisors. If you show the right skills, determination and drive, you can progress within the business and forge a great career

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

Expected start date: 12/07/2021

Job Types: Full-time, Permanent

Salary: From £18,772.00 per year

Work remotely:

• No