To provide outstanding customer service in our contact centre, dealing with customer enquiries at the first point of contact. Being able to deal with difficult situations in an empathetic and caring manner, whilst always having the customer at the forefront of all decisions made.
We are embracing agile working so there may be a need to work from the area offices, contact centre, or any other CBH office.
Key areas of responsibility
Use a contact centre type telephony system
Offer support and guidance to customers effectively
Promote and support the usage of the customer web portal
Effectively process incoming and outcoming mail
Ensure relevant information is process and passed to colleagues using a contact database
Provide timely and accurate reports
Continue to provide an excellent telephone service by answering 90% of calls in under 60 seconds and aim to resolve at first point of contact