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Full Time - Customer Service Operator - Remote at FM Outsource
London, United Kingdom
Job Descrption
Job Title: Customer Service Operator
Contract: Temporary - Remote
Start Date: Varied October Start Dates
End Date: Tuesday 31st December 2024
Hours: Full Time - Includes Weekend / Evening
Salary: 21 and Over £11.44 p/h - Under 21 £10.00 p/h, (bonus Scheme) Out of hours payment given.
Location: Remote - (UK based role only)
HQ Location: FM Outsource, Imperial House 79-81, Hornby Street, Bury, BL9 5BN.
Reports to: Campaign Manager / Team Leaders
Please note we are a BYOD (bring your own device) company for remote Customer Service Operator roles.
About FM Outsource
FM Outsource is a dynamic company specialising in providing outsourced customer support and contact centre style solutions to multiple clients. Our Operators handle customer enquiries, resolve issues, and ensure a positive customer experience. We nurture a collaborative and engaging work environment and value the diverse strengths, perspectives, and contributions of each team member, encouraging... a culture of innovation, inclusivity and continuous learning.
About Our Clients
At FM Outsource, we work with a diverse range of clients across dynamic industries. From a high-end confectioner known for ethical chocolate creations, to leading food and beverage retailers, our client campaigns prioritise excellence and innovation. We also collaborate with major health and beauty brands, fragrance retailers, and logistics companies, showcasing our adaptability across sectors. Our clientele spans retail, utilities, healthcare, travel, and more, offering our employees exposure to diverse business landscapes.
Position Overview
As a Customer Service Operator at FM Outsource, you will play a pivotal role in ensuring the highest standards of customer satisfaction for our clients. You will be responsible for engaging with customers across various channels, including telephony, email, webchat, and social media to address enquiries, resolve issues, and provide assistance in a timely and professional manner. You will also require the ability to stay calm and focussed whilst working to get a quality solution for customers on behalf of our clients. You will do this while achieving high levels of productivity and demonstrating excellent client and product knowledge.
Key Responsibilities
• Interact with customers via phone, email, chat, and social media platforms to provide support and assistance.
• Identify and resolve customer enquiries, concerns, and complaints effectively and efficiently.
• Develop a deep understanding of our clients' products and services to provide accurate information and support to customers.
• Communicate with customers in a clear, empathetic, and professional manner, ensuring a positive customer experience.
• Accurately document customer interactions, enquiries, and resolutions in the appropriate systems or databases.
• Collaborate with team members and other departments to escalate complex issues and ensure timely resolution.
• Adhere to quality standards and guidelines to maintain consistency and excellence in customer service delivery.
• Actively utilise quality assurance systems to enhance skills and knowledge and contribute to continuous improvement initiatives.
• Demonstrate flexibility and adaptability if asked to work across various campaigns as needed to meet business demands.
What you need to be successful in the role
Essential
• Previous experience in customer service, preferably in a contact centre environment.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritise in a fast-paced environment.
• Proficient in using MS Office.
• Ability to achieve targets and work with a high level of accuracy.
• Access to own computer running Windows 11 and 8GB RAM
• A headset with working microphone.
• Fixed-line broadband speed with at least 10 MB/sec download and upload speed if working remotely.
Desirable
• Customer Service qualification.
• Proficient in using customer service software, CRM systems, and other relevant tools.
Benefits of working for FM Outsource
• On site gym, restaurant and electric car charging points at the Head Office.
• Opportunity to earn a monthly bonus.
• Pension scheme and contributions.
• Free eye test at Specsavers
• Death in service scheme.
• Employee Assistance Programme delivered by Health Assured with access to counselling and wellbeing resources.
• Aviva Digicare+ with access to an annual health check, a digital GP and second medial opinion service.
Equal Opportunity Employer
FM Outsource is an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Identity and Right to Work Checks
All of our roles are UK based roles only. Please note that if you are successful in applying for this role, you will need to prove your right to work in the UK before you start working for us. How you do this depends on your nationality, what kind of permission you have to work in the UK and what documentation you have. More information on this can be found at https://www.gov.uk/prove-right-to-work
It is important to note that if you have BIOMETRIC documents, such as a new passport with a chip or online share code, the right to work checks will take place through our online ID portal.
If you have NON-BIOMETRIC, such as a paper birth certificate, National Insurance letter or paper immigration documents, we must see your documents in person, so you will be required to bring them to our Head Office in Bury
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