12-month temporary contract
£14.77 per hour
Hours of work: Monday - Friday 09.00 - 17.00 (30 minute lunch break)
Start Date - 11th May - Subject to change
Fully office based
We are recruiting for a Customer Operations Specialist to work for our innovative and global client based in Milton Keynes.
Candidates who have any holidays booked in the first 6 weeks cannot be considered due to training.
Job purpose: Customer Operations Specialist
In this role you will be responsible supporting the customer contact centre across a range of platforms, managing contact centre escalations and complaints alongside driving process innovation, targeting employee development through KPI/OPI analysis, side by side coaching and deep dive sessions.
Responsibilities: Customer Operations Specialist
Operational Duties
As a Customer Operations Specialist, you will support a variety of operational functions across the contact centre, providing assistance for inbound customer queries via phone and email. You will be cross trained to support different teams and adapt to various workflows depending on where resources are required. During times of high demand or urgent situations, you will be placed in areas that need extra support, ensuring that operations continue to run smoothly. You will work closely with your team to manage multiple priorities, maintaining a customer-first approach while ensuring operational goals are met across all channels, whether phone or email.
Customer Escalation
You will assist with escalated customer concerns, stepping in where additional support is needed. In these situations, your calm, professional approach will help ensure that issues are addressed and resolved in a timely and efficient manner. You will collaborate with other team members to ensure that customers receive the support they need and that issues are handled appropriately. Your focus will be on facilitating solutions, ensuring that customer concerns are managed effectively, even in challenging circumstances.
Operational Flexibility
You will be placed in different areas of the contact centre, depending on the business needs and where resources are most required. This may include supporting backlogs, assisting during peak periods, or providing additional help to teams experiencing high volumes of work. Your ability to adapt quickly and collaborate with various teams will ensure that the customer experience is maintained at the highest standard, no matter the department or situation. You'll play a crucial role in supporting the seamless operation of the contact centre and ensuring that resources are optimally allocated to meet customer expectations.
Coaching & Development
Identify and drive process efficiencies within Customer Operations to assist the contact centre in delivering a customer 1st experience and KPI/ OPI achievement.
You will be able to provide bite size and refresher training sessions to all advisors to broaden their expertise and continually to develop their skills and will be responsible for supporting a great place to work philosophy through motivational interactions and incentives, ultimately supporting attrition within the area.Skills / Experience: Customer Operations Specialist
You have experience in a fast-paced, customer-focused environment, ideally within a Financial Services Industry.
You are comfortable working under pressure and can maintain composure while adapting to rapidly changing priorities.
Your flexibility and willingness to step in where resources are needed most will make you a key team player.
You are skilled at managing multiple tasks and prioritising customer satisfaction, ensuring that operational goals are met without compromising on the quality of service.
Your problem-solving abilities, strong communication skills, and customer-first mindset make you an ideal fit for this role.
You thrive in a collaborative, team-oriented environment and are always ready to assist wherever required.
Response Personnel, an independently owned company and experts in recruitment since 1997.
Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Engineering sectors.
For information on other roles, we have available please call (phone number removed) for further details
Salary description
£14.77 - £14.77 per hour