A passion for serving customers in a contact centre and face to face to face environment to deliver outstanding customer services that resolve as many interactions as possible at the first point of contact.
• Ability to build rapport to understand customer needs and suggest appropriate solutions.
• Ability to effectively resolve difficult situations.
• Ability to remain calm and make decisions in a challenging environment
• Record outcomes and update systems, including CRM with accurate information.
• Target driven to achieve a range of customer, quality and operational KPIs.
• Handle calls from a life critical Telecare Service (Ostara) and support dispatch processes in line with business needs
• Build effective working relationships with internal and external stakeholders to ensure customer needs are met.
• Contribute towards a positive, performance driven customer service culture.
• Committed to personal development to support personal and business objectives.
• Follow agreed business processes, statutory and regulatory policies and frameworks.
• Support the organisations strategic, departmental and team goals.
• Embrace YHN values, standards and organisational goals.
• Able to represent the organisation professionally across a range of channels including reception.
• Flexible with 24/7 365 days a year shift patterns
• To undertake any other duties as and when required to support the delivery of service
Essential Criteria
• Excellent customer service, empathy and rapport building skills with a diverse range of customers. • Resilient under pressure and able to make decisions in a busy environment and on potentially life critical calls.
• Confidence in effectively dealing with challenging situations.
• Able to multitask and meet deadlines.
• Track record of achieving KPI’s in the delivery of front-line customer services.
• Able to effectively handle customer complaints to provide a positive customer experience and resolution in accordance with relevant policies and procedures.
• Strong written skills to update various systems and serve customers via non-telephony channels.
• Attention to detail to support CCTV monitoring services.
• Track record of personal development.
• Computer literate, experience of using PC’s to input and extract data and familiar with use of Microsoft Windows and Office software