Inspira Cumbria Limited, Customer Support Operator, Home Working

Job description:
CUSTOMER SUPPORT OPERATOR
(KICKSTART PLACEMENT)
This is a new post in Inspira. Due to Covid-19, we are working more digitally and via the telephone with all our customers. This therefore requires us to have more regular dialogue and digital communication with customers to ensure we keep in contact and establish continued support needs. We hope if this Kickstart placement proves successful and it will lead to a full-time job.

This job description is not permanent and exhaustive, but rather acts as a guide for the main duties, tasks, and areas of responsibility for which the post holder is accountable.

The business will develop and change and as a result the post holder’s obligation may vary and develop to meet business need. The post holder will be required to perform other duties assigned which will be reasonable and in relation to the individual’s skills, abilities, and role.

All employees are required to represent the Company and as such have a responsibility to provide a professional, courteous, and efficient service at all times.

Description of Work
Customer support operators are required to provide positive customer focused telephone support across all contracts within the Company and to maintain accurate records.

Typical work tasks
• Contact individuals from a database via the telephone and establish a rapport to assess individual need.
• Ensure customers are aware of the opportunities available and the ways to access them. Book appointments, as necessary.
• Track and record progress made by customers including any outcomes.
• Respond to customer queries positively remaining customer centred throughout.
• Signpost individuals to relevant services and make bookings for these on their behalf using the appropriate systems.
• Liaising with employers and other training providers to monitor progress. Raise alerts when issues that could threaten the customers employment or learning are identified.
• Making follow up calls with individual customers to establish when they have completed training or gained qualifications.
• Maintaining accurate manual and electronic records ensuring timely input into relevant spreadsheets and databases.
• Building and maintaining effective relationships with individuals and colleagues.
• Support and comply with quality systems
• Ensure appropriate confidentiality
• Collect, manage, and share information in accordance with relevant Data Protection legislation and procedures.

Essential skills and requirements:
• GCSE C (4/5) or above in Maths & English
• Providing customer service/ working with members of the public
• Problem solving/ resolving customer issues
• IT systems (eg. CRMs, Office 365)
• Effective verbal and written communication
• Good telephone skills
• Good listening skills
• Good I.T skills and ability to input data onto multiple databases
• Problem solving/ resolving customer issues
• Providing customer service/ working with members of the public
• Professional
• Polite
• Patient
• Resilient
• Can do attitude
• Willingness to learn

Working pattern:
37 hours. Monday – Friday
(flexibility to suit the needs of the business)

Hourly rate of pay:
National Minimum Wage

Job placement location:
Homeworking & various parts of Cumbria