To provide professional, comprehensive & flexible outbound call and admin support to the Incident and Compliance team. Some weekend working will be required, but main working hours are Monday - Friday 9am - 5.15pm
Undertake outbound calls to existing and prospect retailers to reduce non-compliance.
Support internal and external colleagues by undertaking inbound calls and handling escalations effectively.
Provide thorough training to retailers to reduce non-compliance and better understanding of terminal processes.
Ensure queries, issues and complaints are resolved in a timely manner, within agreed SLAs, escalating when required.
Handle queries relating to site change of ownership, installs, decommissions and suspends in a timely manner.
Deal with queries from newly established or test clients.
Issue training to new starters and existing colleagues when required.
Prioritise workload effectively, achieving agreed targets and objectives.
Implement excellent retailer, customer and client care at all times.
Portray a positive image of the company always maintaining a professional manner when communicating with retailers, customers and clients.
Build and develop strong working relationships with retailers.
Support other Retail Operations functions with ad hoc outbound/inbound calling projects and administrative work as and when required.
Excellent interpersonal & verbal communication skills with the ability to liaise with a diverse group of retailers.
A well-organised individual who is self-motivated and confident and can work well, even when under pressure.
Someone who possesses a flexible approach to work and welcomes and adapts easily to change.
Ability to work as an individual but also as part of a team
Ability to use initiative when needed and take the lead.
Someone who works well without close supervision after full training.
Ability to work within set guidelines and follow procedures.
A good listener who can quickly identify the issue and provide accurate guidance on its resolution.
Tenacious in seeking the resolution of issues / problems.
Strong time management, organisation and prioritisation skills in order to successfully meet deadlines and control own workload.
Previous experience of working within a busy customer service environment.
Previous telephony experience
Experience of answering telephone queries effectively and working within tight deadlines.
Competent use of Microsoft systems and other planning tools
Experience of dealing with internal and external customers ensuring that customer satisfaction is achieved at all times.
Used to working in a fast paced environment that can at times be demanding.