Contact Centre Agent

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Job Details
  • 3281 Boots Hearingcare
  • Conwy, North Wales
  • Permanent
  • Competitive salary + range of attractive benefits

Customer Service / Contact Centre Agent (Diary Management)

4 x full time and 1 x part time opportunities available

Boots Hearingcare is one of the UK’s leading hearing care providers which prides itself on a reputation for excellent service, great value for money and a unique customer-centric approach, which has resulted in continued growth.

Operating from over 450 locations across the UK, the team of over 500 colleagues deliver expert hearing care advice, hearing tests and solutions to thousands of customers every day.

The company takes delight in looking after its colleagues as much as its customers, by providing support and recognition, career development opportunities, a superb working environment, a great benefits package and long service awards.

What will this role of Customer Service / Contact Centre Agent (Diary Management) entail?

Working as part of a friendly and professional team in our busy office environment in Llandudno, North Wales, as a Customer Service / Contact Centre Agent you’ll be responsible for managing the appointment system for all of Boots Hearingcare centres within Boots stores across the UK.

You’ll provide excellent customer care to existing and potentially new clients, with duties to include but not be limited to:

  • Answering incoming calls from clients in a highly professional, friendly manner
  • Conducting daily targeted and prioritised outbound calls to make appointments
  • Working with coordinators on which stores to book or reschedule appointments
  • Routing calls to other departments / stores as required
  • Accurately entering new client details and updating client records
  • Maximising the selling / upselling of sundry items
  • Providing information, support and advice to members of staff in Boots centres

What will I need to be considered for this Customer Service / Contact Centre Agent (Diary Management) vacancy?

  • Proven experience working in a customer service or contact centre role, within a target / KPI driven environment
  • Superb communication skills with an excellent telephone manner
  • Ability to build empathy with customers having possible communication difficulties
  • Commercial awareness combined with motivation to succeed
  • A flexible and proactive approach to work, with the ability to work well as part of a team
  • IT literacy, with good working knowledge of Microsoft Office, particularly Word and Excel
  • Enthusiastic, hardworking and focused

Due to the nature of the business successful applicants will be subject to a satisfactory DBS Check.

What will I receive in return?

As a Customer Service / Contact Centre Agent you’ll receive a competitive salary plus an incentive bonus scheme. You’ll also receive attractive benefits which include:

  • Up to 18% annual bonus
  • Boots discount card (after 6 months probationary period)
  • Pension scheme
  • Health cash plan and life assurance cover
  • Long service awards
  • Annual leave entitlement starting at 20 days rising with length of service increments to a maximum of 30 days plus bank holidays

Contract: Permanent, with 2 contract types available:

Full time: 37.5 hours per week, 5 days out of 7 (working 1 weekend in every 4), on a weekly rota between the hours of 8am to 8pm.

Part time: 16 hours per week, working Monday and Thursday 9am to 1pm and Saturday 9am to 5:30pm.

All applications for this Customer Service / Contact Centre Agent (Diary Management) vacancy are to be submitted online, and strictly no agency calls or agency CV submissions please.

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