Call Assist specialises in providing 24/7 vehicle assistance services, primarily following a breakdown or accident. We reach our customers fast by working with our networks of independent Recovery Operators situated throughout the UK and Europe.
Call Assist works with many companies providing a rescue service on their behalf, either behind their brand or under the Call Assist Rescue brand. Anyone who has broken down on a busy motorway or suffered an accident late at night can relate to our motivation in taking the stress away from our customers and professionally manage the situation in a considerate manner.
With a proven formula and thanks to our team of employees tirelessly delivering an award-winning service, our desire to always improve and never become complacent has ensured Call Assist has held long term contracts with many of our key partners.
Our core values are:
- We work as a team
- We are professional
- We are proud of what we do
- We are progressive and forward-thinking
- We are fully committed to achieving the best for our customers and clients
- We are passionate and enthusiastic
To help us provide the very best service, we are looking for a 1st Contact Agent to join our Customer Service department in our Colchester office.
Job purpose
To deal with Customer Service activities in accordance with Company procedure and provide a high standard of service when handling any potential, new or ongoing complaints:
Main Tasks
- Investigation and resolution of complaints over the phone to a high standard in accordance with our procedures and principles.
- Maintaining accurate records of complaints and resolutions in line with reporting requirements.
- Maintaining effective relationships with our external clients.
- Ensuring all your work is conducted to a high standard and is properly recorded within the complaints handling database.
- Ensuring the Customer Service phone line is answered in a timely manner.
The ideal candidate will have the following:
- Ability to work under pressure using your own initiative.
- Ability to discuss customer’s complaint with them via the phone, email and letter.
- Ability to write a formal letter or email to a customer. It is vital that you can provide examples of where you have been required to provide official written emails or letters to customers in the past.
- Ability to work individually and as part of a team to ensure the team is achieving their KPIs.
Hours & training:
Full training will be provided
The working hours for this position are Monday to Friday 9 a.m. to 5:30 p.m.
Benefits
- Extensive training coupled with an ongoing support and development program through a dedicated online development portal
- 20 days paid holiday in addition to the bank holidays on a full time basis (pro rata for part time)
- Opportunities for progression within the Company
- Contributory workplace pension
- You will receive one paid holiday day to be taken on your birthday
Salary:
The salary is dependent on age:
- 16 to 20 - £10.85 p/h
- 21+ - £12.71 p/h
This position is not commission based
Applications:
We are passionate about our service and strive for perfection in every one of the 600,000 calls our offices in Colchester answer each year. So, if you would like to be part of a growing success story and would like to join our journey with a friendly, ambitious team, then we would be delighted to receive your application. Please include your GCSE/CSE grades with your application.
If you require further information regarding the position, please call Meghean on 01206 785 850.
Retention Statement
Call Assist has a continued commitment to protecting the collection and use of personal and sensitive data.
All job applications will be held on our records for a period of 6 months in the strictest of confidence and not shared with any other business or organisation.
If you wish for your personal and sensitive data to be removed from our systems earlier, please contact us.
Job Type: Full-time
Pay: £10.85-£12.71 per hour
Work Location: In person
