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Role: Customer Engagement Advisor with The Telegraph

Location: Onsite Derby

Hours: Full time, 37.5 hours per week between Monday to Saturday, operational hours: 08.00-18.00

Salary: £12.33 per hour

As a Customer Engagement Advisor, you will be speaking to customers who have got questions about their account, a query about their billing or might be having a slight technical issue. Being the first point of contact with customers, you will be required to listen and identify the needs of customers, delivering excellent customer service in the process. They might also ask you about general billing, other service requests, or you may need to handle and resolve a complaint for them.

Your role is to ensure that our customers receive a high level of service through offering support, listening, and promoting our products and services which meet the needs and expectations of our customers.

You will be working in a fast-paced environment where there can be little or no gaps in calls and you will be supporting our customers while navigating multiple systems so strong computer skills is a must.

Joining the team, you will receive 3 weeks of training with the second week of training moving to what we call Academy. Which is where you will put all our learning into practice, supporting our customers.

A typical day will look like:

· Time set aside each morning as a team to plan for success each day

· Interact through phone contacts, web chat and email with The Telegraph’s customers, understanding & supporting their individual needs.

· Support your peers & team by sharing your experience and successes

· Time allocated to work with your manager and trainer on opportunities to improve service, skills and develop your future career

Who are we looking for?

· Proven successful experience in customer service

· Great communicator in both voice & writing

· Have a passion for people, & strive to deliver success every day

· Experience of working to & achieving targets

· The ability to self-motivate & support and inspire your fellow customer retention professionals

· Prepared to go the extra mile to hit target

· Thrives on working in a challenging & fast paced environment

· Ability to effectively handle complaints by having good quality conversations

What’s in it for you?

· £12.33 per hour with fortnightly pay

. Lots of great incentives!

. Progression opportunities

· Free Digital Plus Subscription of The Telegraph

· 29 days' holiday (Inclusive of Bank Holiday allowance), increasing 1 day per year of service

· Refer a friend to work for us and you get £750!

· Healthshield - which includes optical and dental benefits

· On-site parking

· Discounts in high-street shops and restaurants

About us

Firstsource is a people centric company and a vibrant place to work, serving over 100 global clients. We have a professional, high performing and dedicated work force. Our values are integral to our success, and they are what make us different from the rest. Aspire, Achieve and Advance.

In joining the Firstsource family we strive to create a diverse and inclusive work environment for all our employees. Firstsource offer the opportunity to be involved in Diversity forums and for you to contribute to creating a truly inclusive workplace

Job Types: Full-time, Permanent

Pay: £12.33 per hour

Benefits:

• Casual dress
• On-site parking

Ability to commute/relocate:

• Derby DE24 8HY: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person