Contact Centre Advisor

Harlow, Essex
18 Oct 2016
17 Nov 2016
Contract Type

The Customer Contact Centre Advisor reports to the Customer Contact Centre Team Leader but are individually responsible for ensuring KPI’s are delivered to their agreed customer base.

Key Accountabilities:

85% of calls to be answered within 40 seconds.

90% first call resolution rate.

85% rating on call monitoring.

95% accuracy on all query’s logged.

Knowledgeable in current policies, practices, procedures and information affecting business role


Core Competencies:

Responsible for resolving all UK Customer enquires, referring when necessary to key sales contacts in other areas of the business.

Responsible for dealing with enquires from a range of customers with various questions about products and services.

As a key customer interface for the Shared Service Operation this role is vital in offering customers courteous, accurate and supportive advice and information.

Is a strong team player, supportive to colleagues and recognises the need to highlight areas of concern to line manager

Cool under pressure, does not become defensive or irritated when times are tough, can negotiate skilfully to ensure a positive outcome for the customer in line with policies and procedures

Responsible as part of the overall team, for ensuring Sarbanes Oxley 404 compliance.This is achieved by completing all tasks as defined within Customer Operations processes and procedures specifically, ensuring that appropriate authorisations are obtained and documented.


Core Competencies:

Ability to work in a flexible manner and supporting other areas of the customer service operation when/ if required

Proven customer service delivery experience

Ability to work in a fast moving, highly demanding customer service environment

Ability to define customer’s requirements and offer appropriate solutions in line with established procedures and policies

Able to deal effectively, professionally and calmly with a range of customer requests and demands

Other Requirements

Education, Qualifications & Training


No formal Qualifications needed

Previous Experience


Approximately one year’s experience of proven customer service delivery in a busy customer service environment.


Knowledge of Vista or input similar input system.

IT Literacy


IT literacy in Word, Excel and Outlook.

Personal Style and Behaviour

Team player who works well under pressure with large volume of calls