Novacroft is recruiting a Customer Service Advisor. This role is fully remote on a temporary contract for 3 months. Working hours per week will be 37.5 hours a week and you will be required to work your contracted hours flexibility within the hours of 8am - 8:15 pm Monday to Sunday.

About Novacroft

Novacroft is a People-First organisation specialising in customer experience transformation.

Our mission is to provide you with a career growth pathway where you can make a meaningful difference, belong, have a sense of purpose, and positively impact our local and global community. We offer opportunities to learn and grow skills to ensure you’re future ready, and firmly put wellbeing at the heart of all we do. Please click the link below for more information about Novacroft.

https://youtu.be/dJtNg4Q4KrY

We partner with clients in central and local government, charity, education, mobility and retail, including Transport for London, the Royal British Legion, and the University of Bradford. Our impact has saved a transport sector client £25,000,000, enabled 250,000 members of a leading UK charity to apply online for membership, delivered £55,000,000 in energy grant funding, provided £278,000 in pro-bono support to the charity sector, and enabled 70,000 volunteers to support 14 million visitors for London Organising Committee of the Olympic and Paralympic Games. Today, 42,000,000 people use our customer experience products and services.

About you

The role: As a Customer Service Agent, you’ll be responsible for answering incoming calls and answering incoming email correspondence. You'll provide first-class customer service, ensuring customers are satisfied while meeting key performance indicators.

• Handle inbound and outbound customer telephone enquiries
• Accurately capture, update, and maintain customer records in relevant systems
• Data input: take customer telephone payments, process refunds and update customer records.
• Resolve customer issues at the first point of contact wherever possible, escalating where necessary.
• Adhere to service level agreements (KPI) and performance targets, ensuring a high-quality service is consistently delivered.
• Actively contribute to a positive team environment, supporting colleagues and sharing best practice
• Full Training will be provided and training will be full time hours 8am- 4:30pm.
• Full training and support given throughout by Team Managers.

Benefits

We provide a range of extras to our valued team members, including:

• Auto-enrollment pension scheme
• Opportunities to progress and grow with Novacroft. 285 team members have been promoted since joining the team, with many of them having started in roles just like this.
• Access to Novacroft's bespoke rewards scheme, which includes high-street retailer and gym membership discounts
• Access to our Employee Assistance Programme (EAP)
• 23 days holiday, increasing by one day for each year of service up to 28 days.
• Your birthday off work - in addition to your annual holiday entitlement.
• Paid time out for volunteering.
• To be part of a collaborative, creative working environment in a uniquely people-focused business with a supportive, sociable team..

Please note the successful candidates will be determined through a scoring process throughout the interview. The criterias of these scoring will use information on your existing performance, absence as well as other relevant factors.

Novacroft is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, or gender.

Pay: £12.71 per hour

Benefits:

• Referral program

Application question(s):

• Have you worked for Novacroft before
• Does your laptop have Microsoft Windows 11 - Home, Pro or Enterprise , version Build 22631 - supported ? or Build 26100
• Are you a current resident of the UK ?
• Do you have right to work in the UK
• Do you have the provision of your own desktop/laptop device (this cannot be a Chromebook or a MacBook)?

Experience:

• working in a call centre: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: Remote