FIRST CUSTOMER CONTACT is looking for employees for positions:
hr advisor
Trade
customer Service
Customer Service
Responsibility
create, develop, and update HR policies and procedures in line with any changes in employment legislation
establish and build effective relationships with key stakeholders at all levels
be responsible for ER case management, providing accurate advice covering all levels of complexity
display excellent communication skills, both written and verbal
offer guidance and support to HR advisor/ HR Assistants, fostering a collaborative and efficient HR team
support the Head of HR with ad hoc projects as and when required
monitor, analyse and report on key HR Data/ KPI's
support in Manager upskilling training programmes
it manager
Trade
management
Management
Responsibility
change Strategy Development: Define clear change objectives, success criteria, and a roadmap for the change initiative
feedback Collection: Collect and analyse feedback from stakeholders to make necessary adjustments to the change management strategy
product manager
Working hours
full-time | Permanent
Responsibility
develop go-to-market plans for new product launches and work with sales and marketing teams to ensure successful product adoption
identify and prioritize product features and enhancements that will drive efficiencies, customer satisfaction, revenue growth, and profitability
Contract type
location: First Contact Centre, The Square Sheffield
team manager
Working hours
full-time | Permanent
Language
english
Salary
salary
Responsibility
you can manage your team's quality and efficiency and, have worked with KPIs
you can work to strict deadlines and prioritise your time efficiently
you are thorough with excellent attention to detail
you can empathise with others and work well within a team
have an ability to work with various stakeholders both internally and externally
you can act as a point of contact for enquiries, sharing knowledge and identifying coaching and development, carry out 121s and development plans, motivating and engaging your team
able to adapt to an ever-changing customer services environment
have good IT skills and can learn new technology and processes quickly
Contract type
location: First Contact Centre, The Square Sheffield
planning manager
Working hours
full-time | Permanent
Salary
salary
Responsibility
responsible for developing resource plans to ensure adequate resource coverage to drive excellent Csat and achieve pre agreed service levels
develop schedules for all operational teams to ensure coverage across a 24 hour operation
Contract type
location: First Contact Centre, The Square Sheffield
closing Date: 21 December 2022
closing Date: 20 January 2023
operations manager
Working hours
full-time | Permanent
Salary
salary
Responsibility
manage complex enquiries/ claims and ensure that issues are escalated appropriately and brought to a satisfactory resolution
proactively identify and address customer issues to prevent them from developing into significant reputational risks
prepare reports on performance levels and customer contact trends to support business planning
set and achieve targets for measurables such as efficiency, service delivery and quality
build and develop the Operations team, providing coaching, training and feedback on a timely basis to maintain motivation and drive performance
ensure the team complies with relevant policies and procedures in order to mitigate business risk
use systems and direct contact with business managers to understand and provide feedback on the root causes of customer complaints
work collaboratively with peers and key stakeholders, particularly the Quality and Fraud Managers to gather information, share best practice and identify/ resolve issues
Contract type
location: First Contact Centre, The Square Sheffield
closing Date: 30 October 2022
customer service advisor
Trade
Customer Service
Hospitality & Tourism
customer service advisor
Language
english
Salary
salary
Responsibility
deliver exceptional customer service
achieve performance objectives while adhering to standards
maintain accurate records on our CRM system
attend training to improve personal knowledge and professional development
identifying and escalating high profile/priority customer contact to the Management Team
have an awareness of all business areas to enable you to understand root cause of customer contact and assist with continuous improvement
you would be the first point of contact for all customers dealing with incoming calls
our advisors are responsible for a variety of customer support matters which range from handling customer enquiries to resolving customer complaints
Changes in earnings for the position customer service advisor