Job Description

Job Title:

Customer Care Advisor

Contract:

Permanent

Hours:

Full time (37.5 hours)

Salary:

12.21 p/h

Location:

Remote working from home

Reports to:

Campaign Supervisor

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

A bit about the Campaign ..

You will be dealing with service enquiries from customers of a large highstreet and online retailer.

Customer Care Advisors are responsible for communicating with our customers either over the phone (occasional), live chats/messaging, on email, and over social media

What we are looking for ..

The ideal candidate will have experience in customer care processes, with a background in contact centre environments.

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 ..

Make clear and accurate notes from all customer interactions

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 focussed environment Access to own machine running windows 10 and 8GB RAM Mac OS in date with 8GB RAM Headset with working microphone Fixed-line broadband speed with at least 10 MB/sec download and upload speed.

Benefits of working for FM Outsource ..

Opportunity to earn bonus Work social events 28 days annual leave pro rata inclusive of bank holidays Flexible working Pension scheme and contributions
Job Types: Full-time, Permanent

Pay: Up to 23,809.50 per year

Work Location: Remote

Reference ID: FMO1107
Expected start date: 28/07/2025