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Call Centre Specialists

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Posted By: Hillman Saunders
Address:
Contact: 0161 819 2255
Date Posted: 16th May 2008
Salary: £14000 per annum + Excellent Package
Location: Manchester
Reference Code: MF2026GG
Views Since Posting: 1
Full Description:

My client is looking for intelligent individuals who can bring empathy and their experience of life to help customers to commit to resolving their debt problems. The role is Call Centre Specialist and they would prefer candidates to have some call centre experience.

The main purpose of the role is to take inbound calls from customers responding to various marketing campaigns; to take customer financial details and (based on the best advice generated by the company system) to advise customers on how best to proceed with their individual debt problems. While some outbound calling maybe required such calls will only be to customers who have already contacted the company. Extensive training is provided before new recruits start to take customer calls.

Main duties:

1.To demonstrate company values and business ethics.
2.To take incoming calls as presented by the companys telephony systems.
3.To greet customers in a warm and professional manner and to open the call by establishing and influencing the customers expectations about the purpose and content of the call.
4.To gather income, expenditure, debt and other financial information that is relevant to the customers situation.
5.To input the above details into the companys IT system that will produce the best advice that is relevant to the customers individual circumstance.
6.Investigating in detail how serious the debt situation is for the customer and to discuss the consequences of not taking action in relation to their debt problem. This is to be performed in a sensitive manner.
7.Explaining the benefits and the practicalities of the Best Advice and match the clients expectations to these benefits.
8.The Specialist will prompt the system to produce the relevant documents required to progress the application and to issue an information pack for the client after having explained the Best Advice solution.
9.To carry out duties in accordance with the companys policies, including Equal Opportunities, Health and Safety, Money Laundering and Data Protection.
10.Any other duties as required.

Skills: (these will be assessed)

The ability to work in a team
Basic arithmetic (using a calculator to add, subtract, multiply and divide)
Basic grammar and writing skills.
The ability to listen carefully to callers, question and probe effectively for the accurate personal and financial information required.
The ability to talk to callers in a sympathetic, friendly, patient and conversational manner.
To work within a busy and sometimes pressured call centre environment.
To work within a closely supervised team base organisation.
Integrity
Customer Orientation
Teamwork
Action Orientation
Communication
Listening and Questioning
Personal drive and commitment to success
Successful candidates will be based in Adlington
Starting salary - £13,500 for the probationary period, rising to £14,000 once the probationary period is complete - typically after three months.
Holidays - 20 days
Free Car Parking
Free Internet Access
On-Site Canteen
Generous Bonus Scheme
Allocation of Company Shares
Free life assurance
Hours of work - 37.5 hours per week between the hours of 8am to 9pm, Monday to Friday and Saturdays between 9am and 6pm.
There are both team and individual targets that a Specialist must be able to work towards.
The Specialist works as part of a team under the close supervision of the Call Centre Team Leaders and Team Manager. The successful candidate will be in a team with typically eleven to nine other Specialists.

Hillman Saunders Ltd is acting as an Employment Agency in relation to this vacancy.