Contact Centre

We are an equal opportunities employer and we welcome applications from all suitably qualified persons

Customer Service Specialist

This is NOT a working from home role.

Location: Brick and Mortar - Teleperformance Bangor Co Down.

Clandeboye Retail Park West Circular Rd, Bangor BT19 1AR

Contract: Permanent
Start Date: 25th March 2024
Hours of Work: 37.5 hours per week. Candidates need to be flexible between the hours of 11:30am and 8:30pm Monday to Friday - currently no weekends worked.
Training: 10 working days - 11:30am to 8:00pm

Salary: £22,308.00

Is this role right for you?

• Do you have a passion for helping others?
• Do you have the ability to deliver a first-class customer experience?
• Would you enjoy being part of a highly engaged and compassionate team that represents one of the one of our key clients, NHS Blood and Transplant.

If you can answer YES' to these questions, then we'd love to hear from you!

Job Overview

We dial our donors, so warm calls, asking them to book into their next blood donation appointment. Generally, the donors are friendly and have had calls from us on a regular 3-month basis.

As a member of our Team at Teleperformance, you will be making outbound calls to the UK general public. You will have the desire to help all callers providing accurate information relating to blood donation appointments. You will be self-motivated and have passion for assisting others to save lives and should have a real desire to understand and the ability to deal with complex life experiences.

Our callers want to talk to understanding empathetic people who'll listen, ask the right questions and patiently offer solutions that serve their needs. Bring your experience and enthusiasm and you'll have the chance to support the NHS Blood and Transplant Service.

Key Responsibilities

• Resolve customer inquiries with speed and precision
• Assist customers with queries
• Delight customers by providing timely, accurate and expert advice
• Deliver a service where patience, empathy and building rapport are central
• Record, track, and effectively resolve incidents and queries
• Create clear notes on customers' accounts with relevant details
• Comply with company's policies and practices
• Update your knowledge through the associated guidelines and procedures
• Manage databases, tools, applications and operating systems
• Strive to achieve first call resolution

Candidate Requirements

We believe in building a team with the right drive and passion for products and customer service. That's why we need you to be interested in providing information and advice to customers relating to the NHS Blood and Transplant Line. If we work with the things we enjoy, then work should be a pleasurable place to be.

Who are we?

Teleperformance is the Worldwide leader in multichannel customer experience management. We work on behalf of prominent brands throughout the globe to deliver great customer service and solutions on their behalf. We've been doing this since 1978, and every year we interact with more than 35% of the world population. We are in 80 countries, serving 170+ markets, employing 300,000 interaction experts worldwide, speaking 265 languages and dialects.

We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact. We constantly invest in research and development and get a deeper understanding of customer's thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.

What we offer

• Comprehensive initial training.
• Employee recognition schemes
• On-going coaching and development and genuine opportunities to develop your career with the company's management programmes

• Discounts on top retail brands

• 28 days' holiday inclusive of bank holidays, rising to 30 from year 2

• Pension Scheme
• Sports & Social Scheme
• Refer a friend scheme - Up to £900 for each individual referred
• Employee benefits programme which includes discounted holidays, flights and hotels, discounted utility bills and discounted cinema tickets.