CALICO

JOB DESCRIPTION

POST: Call Centre AgentGRADE:2

SERVICE AREA: Customer Service

JOB PURPOSE: To provide accessible, high quality information and advice on repairs and all Calico’s services, through a welcoming, friendly professional and customer focussed Call Centre.

RESPONSIBLE TO:Call Centre Team Leader

RESPONSIBLE FOR:N/A

KEY DUTIES AND RESPONSIBILITIES:

  1. To represent a positive corporate image of the companydealing politely, professionally and effectively with our tenants, other service users, business callers and potential applicants.
  1. To aim to resolve a wide range ofcustomer enquiries at the first point of contact and liaise with specialist staff to resolve complex matters.
  1. Responsible for customer enquiries mainly over the telephone, plus face to face on the Repairs desk and through electronic access channels (email and the website). Identifying the best course of action within the appropriate timescales.
  1. To deal with and defuse difficult situations effectively and consider the need of the vulnerable people who use our service, ensuring resolution to their enquiry.
  1. To accurately diagnose repairs and apply the correct priority for the works and subsequent appointments. Working with the Repairs team to deliver an efficient service.
  1. To investigate and accurately record each customer enquiry and interaction on the appropriate in house CRM, Housing management, Repairs, Intranet, Website, or other system.
  1. To use the Call Centre Intranet and shared folder as a central reference point for information and advice, ensuring accurate answers to customer queries
  1. To liaise effectively with all relevant sections within the Company, maintaining Best practice guidelines to ensure updated information is held by the Call Centreto deliver a high standard of service and accurate advice.
  1. Work closely with colleagues from all departments inCalico to gather information and proactively resolve customer enquiries. Developing a high percentage of enquiries answered at first point of contact.
  1. To advise customers on the process of the B-with-us scheme: how to join, eligibility, application status, checks and reference requirements, how to access information on available homes and place bids.
  1. To understand and effectively use several in house systems simultaneously.
  1. To identify any service failures and avoidable contacts, by suggesting solutions to the Call Centre Team Leader / Customer Service Manager.
  1. To contribute on a regular basis to continuous improvement of the department.
  1. To deliver the organisations values and commitment to equality, diversity and vulnerability and to promote equal opportunities in service delivery. Using Language Line, textbox and other tools, to ensure that we communicate with our customers appropriately.
  1. Working effectively with internal colleagues and partner organisations in line with our company service standards, ensure the highest standards of customer care.
  1. To provide cover for the Reception service when required.
  1. To work individually and as part of a team to complete all administration tasks accurately, to a high standard and to the appropriate regular deadlines.
  1. To strive to achieve the relevant individual and team customer service and performance targets.
  1. To undertake customer satisfaction surveys and follow-up calls to ensure that the services deliveredmeet the needs of our customers.
  1. To promote customer involvement and contribute to service improvements by acting upon customer feedback.
  1. To undertake training and personal development as per the Realising your Potential process;coaching, work shadowing other department roles, attending 1:1’s Team Meetings, Calico Know How sessions and any other courses as appropriate.
  1. To be proactively involved in the work of a Corporate Group, in order to make an effective contribution to the successful achievement of the group’s aims and objectives.
  1. To act in line with companies’ health and safety policy and procedures.
  1. Work within Calico’s guidelines on confidentiality and professional boundaries including Data Protection legislation when dealing with confidential and personal information.
  1. To undertake ad hoc duties as required from time to time, which are appropriate to the salary grading of the post.

Footnote

This Job Description summarises the major responsibilities of the post. It is not intended to exclude other activities, nor future changes from the postholder’s responsibilities.

CALICO

PERSON SPECIFICATION

POST:Call Centre Agent

BAND: Current – Grade 2 (Proposed re Grade 3)

Selection Criteria
/ Essential/
Desirable
E/D / Means of Assessment:
QUALIFICATIONS:
1.
2. / GCSE (grade C or above) English Language and Maths or equivalent
NVQ or other qualification in Customer Service / D
D / A
C
EXPERIENCE:
1. / Experience of working in a busy Call Centre.
Or experience of working in a customer-service environment, providing information and advice and communicating face-to-face, by telephone and in writing with customers / D
E / A/I
A/I
2. / Experience of handling repairs enquiries. / D / A
3. / Delivering high customer service standards and achieving targets. / E / A/I
4. / Experience of inputting, retrieving and interpreting data accurately whilst using several computer systems simultaneously. / E / A/I
5. / IT literate – Excellent working knowledge of CRM systems, Word, Excel, Intranet and Email packages. / E / A/I
SKILLS AND KNOWLEDGE:
1. / Excellent communication skills, both verbally and written using accurate spelling and grammar, with a strong commitment to putting the customer first. / E / A/I
2 / Communicating in a friendly, helpful, clear and polite manner. / E / I
3. / Able to communicate with a diverse range of customers, including those that are angry or distressed in a caring and tactful manner, understanding their needs and, where appropriate, ‘’signposting’’ them effectively. / E / A
4. / The ability to listen to people and recognise their needs and act upon them. / E / S
5. / Ability to demonstrate a step by step approach to problem solving, following the appropriate guidelines to make decisions, whilst considering the diverse needs of the customer. / E / A/I
6. / Ability to work under pressure, using effective problem solving skills whilst achieving deadlines. / E / A/I
7. / Ability to work on own initiative and as part of a team. / E / A/I
OTHER REQUIREMENTS:
1. / Ability to present a positive and professional image of the Company. / E / I
2. / Some flexibility may be required to ensure the Call Centre is staffed according to business requirements / E / I
3. / Positive commitment to equal opportunities and understanding of and empathy towards the diverse needs of customers. / E / I
4. / Respect the need for confidentiality when dealing with customer’s personal enquiries. / E / I
5. / Willingness to make a positive contribution to all aspects of customer service. / E / I
6. / Willingness to attend the relevant training for personal development. / E / I

Method of Assessment: A - Application form. I – Interview. P – Presentation.

W - Written Exercise. S- Skills exercise. C- Production of Certificates.

Call Centre Agent - July 2013.docx