About MBA Group
MBA Group Limited is a dynamic and innovative marketing solutions provider headquartered in Tottenham, North London. We specialise in helping businesses connect with their target audiences through creative and technology-driven marketing campaigns. With offices in Warrington and Central London also, we are committed to delivering exceptional service to our clients.
More information can be found at:
www.mba-group.com
www.videosmart.com
www.studiocertain.com
www.mba-group.com/pulse/
Overview
We are looking for a dedicated and professional Contact Centre Agent: Customer Service Advisor to join our dynamic team. The successful candidate will act as the first point of contact for our clients, providing exceptional customer service and support.
Purpose of Job:
This role focuses on supporting the effective handling of complaints and enquiries relating to utility services. Acting as the first point of contact, you will gather information, accurately record complaints, answer general enquiries, and ensure cases are progressed in line with established procedures.
You will play a key role in supporting the complaints process by ensuring information is captured accurately and cases are allocated appropriately to specialist Case Workers for further review. The role requires excellent attention to detail, strong communication skills, and the ability to remain professional and impartial when dealing with sensitive situations.
RESPONSIBILITIES:
✔ Handling inbound and outbound calls professionally
✔ Providing excellent customer service, listening to and resolving queries effectively
✔ Ensuring compliance with all standards and legal requirements
✔ Accurately recording all interactions and outcomes in the dialler and CRM
✔ Meeting and exceeding performance targets in a supportive team environment
✔ Escalating priority cases to the Team Leader when necessary
✔ Plus any other reasonable management request
KEY SKILLS AND PERSONAL ATTRIBUTES:
✔ A confident communicator who can handle sensitive conversations professionally
✔ Someone with strong negotiation and problem-solving skills
✔ A detail-oriented individual able to follow relevant regulatory and company guidelines
✔ IT proficiency to a level to be able to navigate the CRM and dialler systems efficiently
✔ The ability to work under pressure and hit targets in a fast-paced setting
✔ Patience and empathy for customers
✔ A team player who is motivated to succeed and grow within the company
INTERNAL RELATIONSHIPS:
Directors, Managers, Staff within all DOTS and MBA operational and support areas.
EXTERNAL RELATIONSHIPS:
Clients
BACKGROUND EXPERIENCE:
Experience working in a customer service environment within a contact centre.
Full time role.
Current shift pattern between 08.30 and 17.00 Monday to Friday.
Flexibility required between 08.00 and 20.00 Monday to Friday and 9.00 – 14.00 Saturday.
Job Types: Full-time, Permanent
Pay: From £25,486.56 per year
Benefits:
- Employee discount
- Health & wellbeing programme
- On-site parking
Ability to commute/relocate:
- Warrington WA5: reliably commute or plan to relocate before starting work (required)
Experience:
- contact centre customer service: 1 year (required)
Work Location: In person
