Details of the role

Job Title: Customer Care Advisor

Contract: Permanent / Remote (UK Based Applicant Only)

Hours: Full time / Part time / Weekend / Evening

Salary: Age 20 and under - £7.75, Age 21-22 - £9.18, Age 23+ - £9.50. Out of hours payment given.

HQ Location: FM Outsource, Imperial House 79-81, Hornby Street, Bury, BL9 5BN (UK based role)

Reports to: Campaign Manager / Supervisors

Who we are

At FM Outsource we provide tech-led, high quality contact centres for some of the UK’s top retailers and logistics companies. We’re Omni-channel, multilingual and operate 24/7. Our expertise is built on years of experience and industry knowledge.

We care deeply about making a difference and being the best at what we do, and because of this we continue to grow.

We believe happy people create happy customers, that’s why we go above and beyond to make sure our people have the best possible employee experience. We have the quickest and easiest digital recruitment process! You will need to answer a few questions, do an online assessment and record some interview questions – that’s it. Once you pass this stage you are in!

We also have comprehensive training and onboarding, a great working environment, development and career opportunities, access to support teams and a work family that truly cares about you.

And if that wasn’t enough – you’ll be training and working completely from home, so no lengthy commute! Although the role is fully remote, you will of course be a fully fledged member of the FMO Fam!

If you have experience, are motivated to offer top level customer service and love working towards KPI’s then we want to hear from you. We are looking for engaged and confident people to join the team to help us continue in our evolution!

Please note that you must be UK based to apply for this role.

We are a BYOD (bring your own device) company for remote or hybrid Operator roles.

A bit about the Campaign.

Our client is one of the UK’s electricity distribution networks. They are responsible for maintaining and upgrading overhead power lines and underground electricity cable, from the Lake District to Manchester and in between.

Your day-to-day workload will be assisting our client’s customers via the telephone and general admin such as updating tracking details & feeding back to customers, therefore you must be confident in your abilities to communicate successfully and often work under pressure.

We have an extensive training programme to make sure you’ve got all the skills and resources you need to complete your shift independently.

What we are looking for

The ideal candidate will have experience in providing a high level of customer service to often frustrated customers.

You will be an effective point of contact, and be available to customers via the required channels during working hours. You will achieve the required campaign productivity (calls per hour) and quality (QA scores) levels.

You must be fluent in English (able to speak English at an idiomatic level with outstanding sentence structure, spelling and grammar). You must be able to type 40-45 words per minute.

You will have the ability to stay calm and focussed whilst working to get a quality solution for the customer on behalf of our clients. You will do all of this while achieving high levels of productivity and demonstrating excellent client and product knowledge.

Responsibilities of the role

• Log and record all customers who report a loss of electricity through the company system ensuring capture of key information for delivery of the customer journey.
• Accurately recording and processing a range of customer enquiries and complaints through the case management system.
• Recognising any issues requiring escalation and handling these in a timely and positive manner.
• Understanding customer issues through detailed questioning and active listening.
• Investigating and interpreting data held on a number of different systems with a view to resolving customer issues.
• Complete weekly quizzes and maintain product / client knowledge.
• Maintain your own laptop / computer and headset (when working remotely).
• Arrive at work in a timely manner to enable you to begin handling customer interactions at your shift start time.
• Acknowledge and comply with guidance and advice provided by all managers and support areas.
• Ensure you are aware of changes and updates within campaigns to enable you to conduct your work effectively.
• Comply with data protection regulations (e.g. Data Protection Act, GDPR) and maintain high levels of confidentiality including sensitive data (passwords)
• Be open to constructive feedback and put it into action!
• Be a positive representative of the client that you are working for!
  

What you need to be successful in the role

• Proficient in MS Office
• Experience of working in a customer-focused environment
• Access to own machine running Windows 10 and 8GB RAM
• Headset with working microphone
• Fast broadband speed with at least 10 MB/sec download and upload speed
  

Benefits of working for FM Outsource

• On site gym & restaurant (in office / hybrid roles)
• Opportunity to earn bonus
• Work social events
• 28 days annual leave pro rata inclusive of bank holidays
• Flexible working
• Pension scheme and contributions
• Death in service scheme