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Switchboard Operator - Hybrid Working

Location
Birmingham
Salary
£18,000 to £19,000
Job Type
Permanent
Posted
8 Sep 2022

Job Title: Switchboard Operator

Location: B4 7LJ

Salary: £18,705.23

Hours: Monday - Friday (9-5 4 weeks) / (11-7 1 week)

This is a Hybrid Position with 4 days at home and 1 day in the office location above!

Scope:

To provide the highest level of customer service to my client's partners, employees and clients in line with agreed service level agreements and procedures.

Purpose:

To be the first point of contact for external clients calling. To ensure they get redirected to the correct person/department as requested. To assist internal callers with queries/questions relating to various aspects of the business.

Key Responsibilities:

  • To ensure callers first impression of the company is a positive one
  • To effectively communicate any information to team members which will assist with delivering Switchboard services
  • Wherever possible anticipate caller's needs
  • Ensure callers needs are not only met but exceeded
  • To support and understand BCP actions for the National Switchboard
  • To report any technical issues to the IT team/Management promptly
  • To maintain and practice a high degree of confidentiality and integrity
  • Ability to operate calmly under pressure
  • To maintain a healthy, safe and secure working environment in line with current legislation and company policies and procedures
  • To act always in a professional manner
  • To attend training as required by the management team
  • Any other duties as may be reasonably requested by management

Infrequent Duties:

  • To report and act on any customer complaints or compliments and take remedial action wherever possible
  • To attend meetings, courses and training sessions as may be necessary from time to time

Key Competencies:

Customer Focus - Skilled

  • Gains insight into customer needs.
  • Identifies opportunities that benefit the customer.
  • Builds and delivers solutions that meet customer expectations.
  • Establishes and maintains effective customer relationships

Drives results - Skilled

  • Has a strong bottom-line orientation.
  • Persists in accomplishing objectives despite obstacles and setbacks.
  • Has a track record of exceeding goals successfully.
  • Pushes self and helps others achieve results.

Collaborates - Skilled

  • Works cooperatively with others across the organisation to achieve shared objectives.
  • Represents own interests while being fair to others and their areas.
  • Partners with others to get work done.
  • Credits others for their contributions and accomplishments.
  • Gains the trust and support of others.

Instils Trust - Skilled

  • Follows through on commitments.
  • Is seen as direct and truthful.
  • Keeps confidences.
  • Practices what he/she preaches.
  • Shows consistency between words and actions.

Demonstrates Self-Awareness - Skilled

  • Reflects on activities and impact on others.
  • Proactively seeks feedback without being defensive.
  • Is open to criticism and talking about shortcomings.
  • Admits mistakes and gains insight from experiences.
  • Knows strengths, weaknesses, opportunities, and limits.

If you are interested in this role, please apply or send your CV to Connor on

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Details

  • Job Reference: 707321561-2
  • Date Posted: 8 September 2022
  • Recruiter: Brook Street
    Brook Street
  • Location: Birmingham
  • Salary: £18,000 to £19,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent