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Consumer Support Specialist – 12 Month FTC

£24k + Benefits

Consumer Support Specialist – 12 Month FTC

Our client based in Harrogate is looking for a Consumer Support Specialist to join their team to cover a 12 month maternity contract!

  • Contract
  • Harrogate
  • This position has been filled


Our client based in Harrogate is looking for a Consumer Support Specialist to join their team to cover a 12 month maternity contract!

You will be handling consumer queries that range from difficulties signing up to the service, disputes from those already registered, and changes to personal information.  The contact centre is responsible for fielding these calls, chats and emails and escalating them to the appropriate team as necessary.

  • Monitor, and update when necessary, the current scenarios and processes to keep driving improvements and providing support to the agents within the contact centre to provide a high level of service to consumers.
  • Monitor and review contract KPIs in line with the contract specifications
  • Review quality assurance checks against processes to monitor the team’s performance
  • Manage weekly calls with the contact centre management. Responsible for preparing, collating and distributing the weekly agenda, minutes and updated actions from previous week.
  • Own the processes for contacts escalated to head office, managing the response to them. These will include escalated complaints and consumer disputes.
  • Support the contact centre management team with escalated consumer contacts, advisor training and organisational processes.
  • Provide insight around the daily performance of the contact centre, including recommendations for improvement, to the management team.

Skills and Experience required:

  • Previous customer service experience
  • Excellent attention to detail and organisation skills
  • Experience with CMS systems
  • Excellent written and verbal communication skills
  • Good understanding and experience of using Microsoft Office
  • Proven experience of taking ownership of issues and implementation of solutions
  • Drives efforts and initiatives which will have the greatest strategic impact; considers and explores scenarios and possibilities to help the team and/or organisation to succeed in the future
  • Consistently delivers results and is undeterred by challenging circumstances
  • Proactive team player with a ‘can do’ attitude

Hours: Monday – Friday, 9:00am – 5:30pm.

In return, our client is offering a fantastic salary of £24k + many company benefits!

Benefits: 25 days holiday, pension scheme, fun office working environment and many more…!

Interested? Email your CV to Emma at EM Recruiting TODAY!