Job description
Location: Poole, GB, BH17 7ER
Type of Employment: Full-time
Career Level: Professional
Job Family:
Date posted: 29-Dec-2022
Come and join us as a Call Centre Operator at Yunex Traffic in Poole and be a part of our Contact Centre team in the Service Operations Centre.
Purpose of the role
The role is responsible for the correct handling of various faults relating to traffic aswell as other various businesses in line with our customer’s contract requirements within service level agreements. You will be expected to develop an expert understanding of our customer’s requirements and support our local service teams whilst helping to establish our department within Yunex Traffic with both internal and external customers.
This role is very much desk based and very reactive, the role is managing phone calls, faults, e-mails and queries as they come in and at times it can be very busy so being able to work as part of a team aswell as independently and the ability to organise yourself and prioritise is key for this role.
Areas of responsibility and tasks
- Ensuring that all faults are reported and despatched appropriately to support high levels of operational productivity. Paying close attention to relevant contract information.
- Developing an acute understanding of our customer’s requirement in order to work in a fast paced, challenging environment
- Email handling, managing e-mails that come into the mailbox and actioning according to the relevant contract and responding in a professional manner.
- Monitoring of fault management systems and interfaces
- Take calls from various phone queues including customers, staff, members of public and switchboard calls.
- Assisting local field management with contract queries and admin tasks.
Knowledge & Skills
The key competencies and capabilities for this role are:
- PC skills are essential and ideally experience of using Outlook, Word and Excel is desirable.
- Excellent communication skills both verbal and written are essential.
- Good attention to detail along with the ability to remain composed when working under pressure is essential.
- Customer facing experience is desirable.
- Ability to work independently and on own initiative, take ownership of a tasks and incidents until completion
- Ability to build relationships with colleagues & customers
- Excellent Organisational skills
Required experience
- Experience of working in a team environment is preferred
- Previous administration and co-ordination experience is desirable
Working Pattern
This role will entail covering various shifts between:
- Mon-Fri 7.5 hour shifts between 06:00-20:00
- Approximately 1 in 3/4 weekends between 7:00am and 5:00pm (rotating around the team) and some Bank Holidays
A 15% uplift is added to the salary for working shifts.
Benefits include:
- Remote Working once training is complete – 2 days in the office / 3 days working from home if preferred each week
- 26 days holiday, increasing up to 29 days with length of service
- Excellent pension, matching contributions up to 10% of pensionable salary
- Annual, business performance related, bonus
- Flexible benefits to suit your personal needs
- Flexible working policy
- Investment in personal development and support to membership of professional institutions
About us
We’re Yunex Traffic. We have offices across the UK and worldwide, full of hardworking individual’s helping us to challenge the today and work towards a brighter tomorrow. We’re excited to hear that you would like to join us here at Yunex Traffic. Our people love it here and we want you to be a part of helping us make real, what matters.
What else do I need to know?
Yunex Traffic is committed to promoting equality, diversity, and inclusivity. We recognise that building a diverse workforce is essential to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss any requirements you may have, including workplace adjustments.
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