Job Description

We are looking for enthusiastic and customer-focused individuals to join our dynamic Contact Centre team as Customer Service Associate. In this fast-paced role, you will be the first point of contact for both new and existing customers, handling a variety of queries and appointment requests through multiple communication channels. You will play a key role in scheduling appointments, providing excellent service, and supporting our advisors by ensuring their schedules are efficiently coordinated.

Key Responsibilities:

Act as the first point of contact for new and existing customers via telephone, email, and online requests. Handle both inbound and outbound calls in a professional, timely, and efficient manner. Coordinate and schedule appointments between customers and field advisors, ensuring accuracy and availability alignment. Respond to cancellations and rescheduling requests, ensuring excellent service continuity. Use effective questioning to understand customer requirements and match them with appropriate services. Ensure all interactions comply with company quality standards and General Data Protection Regulations (GDPR). Maintain accurate records of customer interactions and appointments using internal systems. Meet individual and team-based Key Performance Indicators (KPIs). Support customer engagement by promoting services, products, and current promotions where appropriate. Follow company procedures for handling escalated issues, complaints, cancellations, and rebooking. Outbound call customers as required to confirm or reschedule appointments. Collaborate with internal teams to ensure seamless customer service delivery. Attend regular training and development sessions to enhance knowledge and performance.

Requirements:

Excellent telephone manner with strong communication skills. Minimum of GCSE (or equivalent) level education. Ability to work independently with minimal supervision. Strong time management and organisational skills; able to prioritise workload and meet deadlines. Proficiency in Microsoft Office (Word, Excel, Outlook). Previous experience in a customer service or contact centre environment (desirable but not essential). Experience with SAP or CRM systems (desirable but not essential). Willingness to attend training sessions and actively participate in ongoing development. Ability to respond positively to performance feedback and appraisals.

What We Offer:

Permanent, full-time role in a supportive and engaging team environment. Flexible working shifts between 9am and 7pm, across weekdays and weekends. Comprehensive training and development opportunities. * Opportunity to work in a fast-paced, customer-focused setting with clear progression paths