Impellam Group
Call Center Representative
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Role: Call Center Representative
Location: Coventry CV6 5NX. Office-based initially, then Home Working
Working pattern: 30 hours per week
Contract: Initial 20-30 weeks assignment with strong potential for extension
Start Date: 12 October
Training Period: Office-based for first 6 weeks
What you’ll be doing:
- Taking a variety of inbound calls from customers, focusing on helping every caller using your questioning and listening skills to understand situation, providing support and guidance.
- You will identify the nature of the call and support the customer by building rapport, empathizing and having meaningful conversations.
- Taking a variety of calls including enquiries around disputing penalty charge, payments and how to pay, general enquiry calls including – explaining the process of receiving a penalty, process of payments, explaining the different levels of enforcement, discussing payment plans and extensions. You will need to be confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customer’s needs.
- You will not take payments from customers. You will direct them to an online secure portal and ensure the customer understands the process.
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- Confidence and the ability to communicate clearly and effectively
- An ability to learn new skills quickly, including adopting new processes and technology
- An ability to think on your feet and adapt to different situations
- A good listener, who can be empathetic, show patience and adapt their behaviors to suit different callers
- Ideally, experience working within a customer service environment.
- A quiet space to work at home with a strong WIFI connection
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