Contact Centre Adviser (Inbound)


Closing date

29.03.2019

Reference

REQ002610

Department

Pelican Business Services

Location

Nailsea

Salary

Up to £23,000

Category

Permanent

Package

Free parking, performance related bonus, flexible working, retail discount scheme, 25 days' holiday (increasing with length of service), company pension scheme, enhanced maternity and paternity pay, four-week training academy.

Job Description

The Company

Employing 380 people, Pelican Business Services is based just south of Bristol and easily accessible from the M5. We receive around one million contacts per year from Bristol Water and Wessex Water customers. Typical calls into the contact centre are from customers who are moving home, changing their personal details or wanting to pay their water bills. They may also be interested in hearing more about our range of schemes to support our more vulnerable customers. 
We are well known for our award-winning customer service and in 2018 were ranked 20th in the Sunday Times Best 100 Companies to Work for in the UK!

The role: 

Our contact centre here in Nailsea is the heart of our business and the first point of contact for the majority of our customers.  We are proud of the award winning, first-class customer service we provide and are now looking for an outstanding individual to join this exceptional team.

Whilst the majority of our queries will be dealt with over the phone, we also receive contact by email and live chat, and once trained you will also be responsible for liaising with our customers this way.
The contact centre is a busy, fast paced environment where you will be answering an average of 50-60 inbound calls per day from our customers and helping them with their queries.  Our contact centre teams are made up of 10 people, are all managed by experienced team leaders and they also have a deputy team leader supporting with coaching and development of our people. 

Working hours and shifts:

Our full time roles can be either 37, 40 or 45 hours per week - it's your choice.  You will be working on a rolling shift pattern between 8am and 8pm Monday to Friday and Saturdays (8am to 2pm).  We are also proud at Pelican Business Services to support a wide range of flexible working and part-time opportunities.  If you want to work hours that fit around your life, then we are keen to explore whether we have the right opportunity for you. We are able to offer a range of hours from a minimum of 20 hours per week, and we are particularly keen to hear from you if you can work some evenings until 8pm and include a Saturday morning in your working pattern. 

If this appeals to you please let us know the working pattern you would be looking for and we will do our best to match it to one of our opportunities - the more flexibility you are able to offer, the more likely we are to find the right role for you! Taking a gap year or looking to retrain? We are happy to offer fixed term contracts or permanent roles, dependent on your circumstances.

The ideal candidate:

We insist on exceptional quality here at Pelican Business Services, and that includes our robust recruitment standards. 
It is essential that you have experience of working in a fast paced customer services role (either telephone based or face to face).  In addition, you will be confident using computer systems to look up customer information quickly or key updates to their records whilst taking calls.   

In addition, you will have confident and professional communication skills, and can demonstrate how you have been committed to delivering a great customer service in the past.  
If you are ambitious, we offer lots of opportunity to progress within our business.  Many of our contact centre advisers have progressed into other roles after one or two years.

Why work for us? 

Pelican Business Services is truly a great place to work. We are passionate about our business and look after our people.  We have won awards for 'Customer Centric Culture', 'Best Place to Work' and 'Employee Engagement' and we pride ourselves on the fact that both our customers and people are at the heart of everything we do. In return for your expertise and enthusiasm you'll receive first class training and support - we have our own award winning, professional in-house learning and development team. 

We also take your happiness and general wellbeing seriously and have an on-site health and wellbeing committee where you will have access to a range of different initiatives! 
We're firm believers in recognising our people for a job well done, both formally through our employee recognition schemes and informally with our company wide social events - a great opportunity to celebrate our successes.

Pelican Business Services welcomes a diverse range of people, talent and ideas.  Please let us know if you require any special support or adjustments to assist you in joining us. Anyone who applies for a role with our company who has a disability and meets the minimum criteria for the job, will automatically be invited in for an interview.

We pride ourselves on our 'family friendly' culture and support all our team members with a number of policies and initiatives to support this including flexible working from day one!

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