Job Description

At the Donnelly Group we pride ourselves on the consistently high level of customer service we provide which starts the moment we receive a phone call from a customer, supplier or manufacture. In order to support this aim we wish to recruit a full time permanent Contact Centre Operator.

The Role:

To answer and process all incoming calls made to the business/site in an efficient, courteous and timely manner and in doing so deliver an excellent customer experience.

About The Role

Key Responsibilities:

Answer all calls as soon as it enters the system. Consult with each caller, and obtain as much information as possible, so that calls are directed to the appropriate person or department on the first occasion. Transfer each call to the relevant member of staff. Transfer calls to the agreed Hunt Group or nominated person if the relevant member of staff is not available. Take, and pass on via email to the relevant member of staff, messages giving appropriate details of the caller and reason for the call when it has not been possible to connect a call. Escalate issues concerning calls not being answered to the Team Leader or directly to the relevant department manager. Treat callers with respect and courtesy at all times. Handle callers' personal information in line with GDPR

The hours of work for this role will be 9am to 6pm daily.*

This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.

Donnelly Group is an equal opportunities employer

The company reserves the right to expand the short listing criteria to facilitate the short listing process

Required Criteria

Customer service experience Excellent telephone manner High level IT Skills

Desired Criteria

Previous experience operating a busy switchboard would be an advantage but not essential as training will be provided

Skills Needed

Customer Service, Effective Listening, Exceeding Customer Expectations

About The Company

The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh.


Since then the Donnelly Group has become the largest family-owned automotive company in Northern Ireland.


We offer competitive salaries, industry-leading work-life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.

Company Culture

Our teams across all our branches get involved with fundraising for our nominated charity partner, through football tournaments, Donnelly Group bake-off events, dragon boat racing, abseiling, cycling events as well as having a 'Foundation Day'; a paid day off, to get involved with community projects. We like to feel that we work hard and play hard.

Company Benefits

Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Free parking, Cycle to work, Referral bonus, Competitive salary, Life insurance, Family and friends rates, Long service recognition, Employee Assistance Scheme, Perks Card, Wellbeing Scheme, Work With Charities, Social Opportunities, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Long service awards, Service recognition increases to annual leave, Company employee App

Salary

Not disclosed