Customer Service Advisor

Accenture; Newcastle upon Tyne; Hybrid; GBP 21,000 - 22,000

Job description

VIRGIN MEDIA - Job Description CL12

Client Service and Sale Specialist working with Accenture on behalf of Virgin Media O2

1. Duration: FTE Contract
2. Salary: 22,000 £ (37.5 hour working week)
3. Location: First 6 weeks will be office based, followed by 50:50 Work from office /work from home
4. Start Date: 7th June, 2023

What’s in it for you? You would be eligible for our Share Save Plan, Competitive pension plan, Employee Discounts, Career Counsellor scheme and a range of Medical, Health and Wellbeing benefits.

You may also be eligible for:

• Signing bonus
• Yearly bonus

Accenture UKI are delivering a dynamic customer service team on behalf of Virgin Media O2. If you’re passionate, driven and committed to providing a first-class customer experience then we’d like to hear from you.

We at Accenture care deeply about what we do and the impact we have with our clients and communities. Our people are diverse, innovative and committed to delivering excellence.

The Role:

Your primary responsibility in this role will be to provide excellent customer service to Virgin Media O2’s customer base via inbound telephone calls.

Role Title: Customer Service Advisor

Working Hours: 7.5 hours productive in an 8.5 hour working day. Flexibility required on shift patterns from 8am until 8pm over 37.5 hours working week. Weekend and Bank Holiday shifts will also be required on a rotational basis.

Experience: Minimum of 12 months experience in a call centre environment or working in a customer facing role with a telecom.

Key Responsibilities:

• Inbound customer calls dealing with faults, customer enquiries and customer care.
• First touch troubleshooting on customer Broadband, TV and Phone faults, including connectivity issues.
• First touch upselling, cross-selling and retention.
• Make tailored recommendations to customers on products, packages and services to complement their lifestyle needs and generate additional revenue.
• Resolving customer issues, requests, and queries as first point of contact with a right first-time approach.
• Log faults when notified by customers to enable tracking of resolutions.
• Competence in complaint and objection handling from raising to resolution.
• Bring your best self to work, promote a positive attitude and a high level of professionalism through attendance, metric performance and interaction with peers and customers.

Role Requirements:

• Outstanding communication skills.
• Resilience and the ability to work well under pressure.
• Adaptable to changeable working schedule and environment.
• Experience in contact centre environment or customer facing role with a telecom is essential.
• Sales experience would be beneficial but not essential.
• Receptive to learning, using and navigating multiple client specific programs and tools.

Job Type: Full-time

Salary: £21,255.00-£22,000.00 per year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability
• Weekends only

Ability to commute/relocate: Newcastle upon Tyne, NE27 0QQ: reliably commute or plan to relocate before starting work (required)

Education: GCSE or equivalent (preferred)

Experience: customer service: 1 year (preferred)

Work Location: In person