Customer Care Representative - Days

Looking for a fresh challenge in 2023? If you are experienced in a Customer Service focused role within the Contact Centre, Retail, Care or Hospitality industry we want to hear from you!

An excellent opportunity has arisen to expand our team in 2023 and recruit several Advisor's to support on of SSCL's government client. The role will be answering incoming calls, responding to emails and Live Chat queries, being the first point of contact for customers to resolve these queries quickly and effectively.

This exciting new role is working Monday to Sunday with shift times between the hours of 07:00am-10:00pm on a permanent contract (3 full weekends during a 10-week period) with a hybrid work pattern, working three days from home and two days from our Liverpool office.

What you will be doing:

Answer incoming calls and communicate with customers through a wide variety of digital communication methods within the time specified by the agreed service levels.
Managing/maintaining customer relationships/expectations at all levels and ensuring that our customers are informed with accurate and reliable information
Identifying and escalating any concerns that could lead to wide scale customer impact and liaise with internal colleagues across other departments to find appropriate solutions for the end customer
Maintaining effective relationships with our regional providers through consistent communication whether verbal or written
Working effectively as a team to provide a first-class service to the end customer
Working with the wider Contact Centre team to ensure an approach that supports a positive working environment and culture
Thorough effective questioning, to obtain a clear understanding of the calls being received and accurately entering all information into the system to support our regional teams with their drive for a first-time fix
Providing a single point of contact for all reactive repair related enquiries

What you'll bring:

Proven customer service experience
Excellent listening, verbal and written communication skills
Articulate & able to develop good working relationships with colleagues & clients
Able to use initiative & exercise sound judgement.
Good Microsoft IT and computer skills

It would be great if you did have:

Previous experience working in a Customer Service environment
Resilience and the ability to deal with challenging customers and situations
Strong listening and empathy skills

Employment type: Full time, Permanent with shifts between Monday to Sunday 07:00am-22:00pm (37.5hrs/5 shifts pw)
Security Clearance Level: BPSS
Location: Liverpool
Internal Recruiter: Caroline
Salary: £23,000 per annum plus 3% Flex fund
Benefits: 25 days annual leave with the choice to buy additional days, life assurance (x4 death in service), pension and all employee bonus

Loved reading about this job and want to know more about our company?

SSCL is a leader in critical business support services for the largest Government departments, Defence, Police and CITB across the UK. We provide digital solutions and Innovation and Advisory services to improve end to end employee services including HR & Payroll, Finance, Procurement, Pensions Administration and Resourcing Services - enhancing the customer experience, enabling smarter public services.
We employ more than 2,800 people who, with their in-depth client knowledge and our collaborative approach, sit at the heart of our business strategy. SSCL operates at size and scale across the UK Public Sector and has already delivered savings c£400 million - providing more funds for front line public services.