Senior Call Centre Executive - Rayleigh

Do you have great customer service skills, and are you passionate about helping to deliver a programme to develop the lives of Young People in the South East? Could you communicate and engage effectively with young people and their parent / guardians about the NCS Programme? Do you have supervisory experience, or looking for the next step in your career? Consider the role of Senior Call Centre Executive at Reed in Partnership based in Rayleigh Reed in Partnership exists to change people’s lives for the better. Our services support individuals, businesses, families and communities to prosper. These currently include a range of employment support, preventative health and youth services across England and Northern Ireland, including the Work and Health Programme and the excellent National Citizen Service (NCS). Over the next few weeks Reed in Partnership will potentially be looking to recruit Senior Call Centre Executives to support new and existing contract expansions. Reed in Partnership expects to learn whether our bid to deliver this contract is successful in the near future. We will be contacting candidates that have expressed interest in the role in due course if successful. Key Responsibilities: To achieve agreed targets and effectively handle queries from young people, parents and guardians to increase participation To provide good customer service to internal and external stakeholders Manage the administration of new sign ups, cancellations and transfers ensuring accuracy at all times Manage the outcome of calls to ensure the appropriate action is taken, e.g. updating the system, arranging call backs, logging feedback Provide Supervision for a team for Call Centre Executives throughout the shift Act as first line escalation for calls Manage time and absence for the Call Centre Executives Required Skills & Experience: Demonstrable experience of delivering a high quality customer service over the phone. Experience of the use of database systems to input data and interrogate information and produce reports. Experience of leading or supervising a team Experience of the use of Excel. Personal attributes will include effective: Influencing, Interpersonal, Attention to Detail, Target Orientation, Drive & Resilience, Verbal Communications and Customer Service skills Desirable Skills & Experience: Experience of working in a call centre environment. Experience of working in the youth sector Disability Confidence Commitment: We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity. We offer an interview for disabled applicants who meet the minimum criteria.