Contact Centre Operator

Enniskillen | Competitive

Employer: Donnelly Group NI
Sector/Specialism: Customer Service

At the Donnelly Group we pride ourselves on the consistently high level of customer service we provide which starts the moment we receive a phone call from a customer, supplier or manufacture. In order to support this aim we wish to recruit a full time permanent Contact Centre Operator.

The Role:
To answer and process all incoming calls made to the business/site in an efficient, courteous and timely manner and in doing so deliver an excellent customer experience.

Key Responsibilities:
• Answer all calls as soon as it enters the system.
• Consult with each caller, and obtain as much information as possible, so that calls are directed to the appropriate person or department on the first occasion.
• Transfer each call to the relevant member of staff.
• Transfer calls to the agreed Hunt Group or nominated person if the relevant member of staff is not available.
• Take, and pass on via email to the relevant member of staff, messages giving appropriate details of the caller and reason for the call when it has not been possible to connect a call.
• Escalate issues concerning calls not being answered to the Team Leader or directly to the relevant department manager.
• Treat callers with respect and courtesy at all times.
• Handle callers’ personal information in line with GDPR

Hours of Work:
Monday - Friday 08.30am to 5.30pm with some late nights and Saturday on a rota basis. Flexibility will be required for business needs.

The Person:
• Previous experience operating a busy switchboard would be an advantage but not essential as training will be provided
• Possess excellent communication skills
• Must be able to work independently in a busy, demanding environment
• Excellent oral and written communication skills;
• Strong customer service skills
• Demonstrate a professional and friendly manner, effective listener, polite, and calm.
• Able to work as part of a team
• Excellent computer skills in Outlook, Excel
• Ability to organise and manage own workload in a busy, fast paced environment
• Ability to confidently multitask and deal with pressurised situations;
• Ability to work independently in a busy, active environment, managing own time and workflow effectively;

This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.

In return, we will provide you with the following competitive package:
• Pension Provision
• Life Insurance Cover
• Company Health & Well being package which includes membership of Kingsbridge Hospital Diamond Club
• Access to Group Plan at Health Shield
• 30 days Annual Leave
• Cycle to work scheme

Closing date extended to 5 November 2021 at 5pm
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Donnelly Group is an equal opportunities employer

The company reserves the right to expand the short listing criteria to facilitate the short listing process