Telephony Consultant

Resource Solutions ,
London, Greater London
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Overview

Telephony Consultant Location : Remote working Contract duration: 3 months Role Purpose This role will assist the Analyst Support role in gathering the necessary information in order for cases to be completed in a timely manner to expected business timeframes.You will interact with customers via both receiving inbound calls and making outbound chaser calls.The role will involve accurately capturing customer details and performing validation and security checks as required. Deliverables Conducting inbound and outbound 'first contact’ calls with customers Accurate data entry and processing All calls/tasks handled in line with agreed SLA Maintain personal compliance of operational and regulatory risk by performing required validation or security checks for all calls where required Ensure all legislative regulatory requirements are adhered to through compliance with the complaints handling policy, training, competency scheme, handling phone calls and business standards Be responsible, a self-starter, ensuring project level changes communicated are understood and actioned as requested Ensure quality is embedded within the work Develop strong knowledge of processes Essential Experience Experience of working in a customer service/operational environment Outbound and inbound call experience Working knowledge of MS office- Excel, Word and Outlook Good administrative ability and accuracy in capturing customer information Articulate in both written and verbal communication Experience working in a contact centre Ability to work flexibly - weekends and nightshifts will be required Inbound and outbound calling Proven experience in working with vulnerable individuals Core Competencies Integrity Driving Results Accountability Resilience Planning & Organising Decision Making Skills Excellent customer service Effective communication Attention to detail Computer literate Self-Motivated Adaptable Thrives under pressure

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