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Customer Service Assistant - Sheffield

Employer
The Rank Group plc
Location
Sheffield, South Yorkshire
Salary
£17.5k per annum plus 2.5k OTE
Closing date
27 May 2018

Customer Champion - Contact Centre, Sheffield

Day Shift patterns fall between the hours of 7.30am until 10.30pm, Monday to Sunday. 

Working within a high pace, dynamic team utilising all contact centre channels, the Customer Champion will provide outstanding customer service and build rapport with customers, creating trust and presenting a credible, reliable and customer-centric image of the company which will both excite and entertain.
Customer Champions will be responsible for issue resolution and will proactively communicate with our existing customer base to engage, retain, cross-sell/up-sell, and gain insights in order to deliver a contact centre of excellence and increase revenues across all brands.
There are two elements of this role involving inbound and outbound customer contact, both of which may be required of the Champion at any time.

Across the contact channels the Champion will:

  • Demonstrate understanding of the Retail brand and Customer service expectations to understand what 'special' means
  • Act as a Brand Ambassador to represent the Retail Brand & understands the Brand values
  • Build relationships based on trust and honesty with Customers and colleagues alike
  • Understand fully and comply with the key objectives of the Gambling Commission and to be fully aware of responsibilities regarding Social Compliance and License Conditions Codes of Practice
  • Contribute to a continual enhancement of customer service, by providing ideas and suggestions on how to improve procedures and develop the department
  • Demonstrate a high level of competency with regards to the Contact Centre systems, company policies and procedures

In addition, across both inbound and outbound contact Champions will be targeted on:

  • Demonstration of living the Company Values; Service, Teamwork,  Ambition, Responsibility and Solutions
  • Timekeeping/adherence
  • Productivity

Outbound Contact

Contact existing customers by phone, email and using social media and live chat when required

Deliver performance to meet or exceed targets for the following:

  • Dials, contacts, success rate v deposit
  • Quality monitoring
  • Csat

Obtain customer information and understand their account history

Welcome new customers to the business, offering support and incentivise them to engage in play

Identify and seize opportunities for cross-selling/up-selling suitable for the individual customer

Respond to any technical, account related and promotional questions

Complete accurate records of interactions and accounts, maintaining a detailed customer data base

Follow internal processes and procedures on administrative work

Collate information regarding customers and types of contact to ensure improvements in service can be made.

Identify areas and provide feedback where improvements could be made to enhance the customer experience.

Inbound Contact

Respond to multi-channel contacts from Customers that meets their expectations and ensure accurate records of all work undertaken through effective use of internal systems, adhering to procedure and quality standards

Consistently deliver performance in line with required agent behaviors and targets 

  • First contact resolution 
  • QA

Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem. If resolution was not possible, escalate and take full ownership to achieve a satisfactory outcome.
Contributing to a continual enhancement of customer service, by providing ideas and suggestions on how to improve procedures and develop the department

Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customer; when doing so enhance the customer’s overall product satisfaction

Excellent communication and conversational skills with an enthusiastic and friendly approach
Ability to create trust and excellent persuasive and influencing skills
Previous customer service or sales experience, either retail or contact center based
Previous experience using Salesforce desirable but not essential
Excellent IT skills and ability / capability to use multiple customer contact systems and good proficiency with Microsoft office
Fast learner and comfortable using new systems and technology

Educated to GSCE (or equivalent) with grade C or above English and Maths.  

Service –
Outgoing, friendly and energetic, with a positive attitude/approachable manner and totally customer focused

Able to clearly deliver a message. Communicates effectively in informal and formal settings. 

Understands, anticipates and recognises different customer needs. Responds effectively and delivers excellent customer service consistently. 
         
Team Work –
A passionate and motivated team player, you enjoy a dynamic and diverse working environment
You actively contribute to your team’s success by consistently meeting and exceeding targets, and support and encourage your peers in doing so as well
     
Ambition-
Highly resilient, driven and committed.
Innovates and looks for opportunities to improve customer experience and maintains high quality in all interactions with customers

Responsibility-
Works in an orderly and methodical fashion. Able to organise and prioritise tasks effectively. Uses planning skills to accomplish goals. 

Able to demonstrate empathy and remain professional at all times
Manages own behaviour and performance through self-awareness and high personal standards. Maintains resilience under pressure. Open to feedback. Displays integrity empathy.

Solutions-
Provides effective solutions and composes clear, concise written communication
Flexible and able to adapt to changing circumstances, situations and working practices. 

Full systems training is provided and this role will suit technically savvy individuals who are comfortable working in a contact centre environment. Professional experience from the customer service or hospitality sectors will be a distinct advantage and you will need to be open to shift work that will fall out of normal office hours. For more information apply with your CV today.

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