Welcome to Shared Services Connected Ltd

Contact Centre Administrator

SSCL are currently looking to recruit Process Assistants to work the first point of contact for SSCL client CITB. As part of the role you will be dealing with a number of core administrative, operational and/or technical activities to support the service.

Key responsibilities

  • To resolve queries raised by customers and colleagues, ensuring cases are actioned in priority order.
  • Dealing directly with centres to address scheme enquiries, account enquiries or in support of their customer applications.
  • Act as a first point of contact for all customer queries.
  • Provide outstanding customer service using various communication methods i.e.: phone, in writing.
  • Manage customer expectations, interact and display professionalism at all times.
  • Adhere to SSCL Newcastle Quality Framework, ensuring Key Performance Indicators are met daily and monthly and accuracy targets are achieved.
  • Take responsibility to ensure continuous improvement in customer service.
  • Provide clear and concise responses on service requests/e-mails without using any departmental jargon.
  • Manage difficult customers displaying professionalism at all times.
  • Utilise time appropriately, working efficiently at all times
  • Ensure all information which is issued to the customer meets the department security standards.
  • Demonstrate flexibility to support SSCL in meeting organisational objectives
  • To provide overflow support where needed to answer incoming calls within the time specified by the agreed service levels.
  • Escalate issues to the Team Leader/Contact Centre manager.
  • All candidates must also be willing to undertake additional training as and when required to support role/business.

Essential skills

  • Customer Service experience and call handling skills.
  • Good communication skills – both verbal and written;
  • Good Microsoft IT skills – including Word, Excel, Outlook and PowerPoint.
  • Good organisational and planning skills.
  • Articulate & able to develop good working relationships with colleagues & clients
  • Able to use initiative & exercise sound judgement.
  • Able to coach & mentor team members

We aren’t necessarily looking for a long list of experience but some understanding of what it takes to work in a contact centre would help. If you are motivated and willing to learn, we can show you the rest.

Reasons why you should join us:

  • We’re big, really big. With that comes career growth opportunities – we offer excellent training, you’ll join a company where development and progression is actively encouraged and not just something we talk about
  • We have an enviable client list – we work with some of the biggest names out there
  • We ensure our working environment is supportive and collaborative, everyone has a voice and all opinions count
  • Our goal is to disrupt the market, not just follow the status quo
  • Sustainability is really important to us, in fact we are within the top 1% of companies worldwide tackling climate change and managing our emissions
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Posted: 18/12/2019

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Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
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Contact

Three Cherry Trees Lane,
Hemel Hempstead,
Hertfordshire,
HP2 7AH
contact-us@sscl.gse.gov.uk

SSCL is a trading name of
Shared Services Connected Ltd
Registered in England.

Registration No.
8460577

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,
Hertfordshire,
HP2 7AH