Contract

Bilingual Customer Service Advisor (Italian & English)

(Maternity Cover 11 months)


Location: Chiswick, UK

Operational Days & Hours: Mon-Fri; 8am-5pm (37.5 per week; flexibility essential to meet the needs of the business)

Reporting to: Team Manager

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Purpose:


Responsible for representing the client business and its associated Brands. Client Consumer Call Centre aims to deliver market leading consumer service. The role requires handling multi-channel inbound & outbound contacts whilst delivering exceptional service that will consistently delight consumers resulting in increased consumer loyalty.


A critical element to the role is providing feedback to the client on consumer behaviour, contact drivers and escalating potential risks. The role requires a professional and dynamic approach to consumer care with a desire to continuously improve the way in which the client manages contact with their consumers. This could be through different channels, i.e. handling inbound calls, responding to emails or white mail (letters), responding to social media forums, or making outbound follow up calls.


Key Accountabilities:


Area of Accountability

Accountability


Customer Service / Client Management

Responsible for meeting and exceeding the contractual expectations by ensuring comprehensive campaign knowledge is maintained & operational drive


Implementation

Responsible for ensuring that any process or amendments to products, call framework and knowledgebase are implemented in the highest standard


Process/ Procedures

Responsible for taking direction from the Line Manager and Operations Manager to ensure all contractual requirements are covered.


Communication

Responsible for ensuring regular accurate communication (verbal & written) with Line Manager (daily/weekly) to ensure a fully supportive operational function.


People Management / Team working

Responsible for being supportive of other team members and share knowledge.


Innovation/ Development

Participating regularly on 1-2-1s with Line Manager to reach targets set on KPI & 1-2-1s with Quality Controller for call coaching and development.










Detailed Accountabilities:


Customer Service / Client Management:

Ø Handling queries or complaints from customers via inbound calls & email

Ø Taking responsibility for all cases logged by consumer

Ø Building rapport with Premier Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints.

Ø Manage any client/office complaints in relation to training effectively and in a timely fashion.

Ø Work closely with internal and/or external training partners to ensure up to date project knowledge and processes.

Ø Ensuring that all consumer contact is handled in a professional manner in line with the client’s methodologies, values and principles – maximise all interactions to promote their Brand.

Ø From time to time doing outbound projects, undertake ad-hoc projects involving outbound calling existing customers. Also be able to deal with admin tasks from time to time.


Commercial / Financial:

Ø Inform the Team Manager of any risks to the Company which may come to your attention (e.g.: competitor activities, service changes, customer feedback).

Ø Identify any cost saving opportunities and liaise with the Team Manager to implement.

Ø Escalation of risks to minimise impact to Client Consumers.

Implementation & Procedures/Processes & Innovation & Development:

Ø Work closely with operations to ensure all policies/procedures/courses best fit the business.

Ø Ensure all administration/logging/filing tasks are up to date and accurate

Ø Maintain and monitor the business’ skills base to ensure suitable training & development is executed.

Ø Take ownership for all tasks, duties and/or responsibilities delegated to you. Ensure they are completed within the required timescales.

Ø Undertake any other reasonable tasks and duties as directed by your Line Manager.

Ø Ensuring that all consumer contact is handled in a professional manner in line with the client’s methodologies, values and principles – maximise all interactions to promote Brands and aid in increasing Consumer base.
Ø Maintain knowledge of HGS and the client’s industry taking account of working practices and cultural drivers.

Communication:

Ø Understanding of your client

Ø Excellent communication, written and oral

Ø Conflict management

Ø Negotiation and Influencing

Ø Ability to embrace client’s brands & support HGS values

Ø Call Centre experience, customer service & back office

Ø Strong numerical and analytical skill set

Ø Ability to effectively interact with team members at all levels of the organisation

Ø Ability to hand multiple tasks, details and interruptions

Ø Liaise and develop clear communications with all departments and support functions.

Ø Ensure daily/weekly updates and/or reports are provided within the timescales set by your Line Manager for all activity to include key statistics.



People Management & Team Working:

Ø Develop and maintain a positive relationship with all colleagues.

Ø Internal – IT / Telecoms / Training / Knowledge Base / Operations / Snr Management

Ø Encourage Team spirit within your team and Company as a whole.

Ø Provide support and assistance to your Line Manager.

Ø Promote a positive and professional environment at all times.

Ø Actively contribute in team meetings and share knowledge with colleagues to maximise knowledge retention within the Consumer Call Centre.

HR, Recruitment & Development:

Ø Ensure all Holidays, sickness, notes & other data are accurately delivered upon reasonable request on relevant matters.

Ø Ensure all training issues brought to the attention of the Team Manager are dealt with accordingly and in a timely manner.

Ø Comply with all Company policies and procedures as set out in your Contract of Employment and within the Company Handbook.


Health & Safety:

Ø Comply with all Health & Safety standards as set out within; your Contract of Employment, the Company Handbook and any other Health & Safety directives that are issued from the HR department.


  • Due to the scope of this role some overnight stays / UK travel may be required.

NB: The job holder does not have any authority to sign legal documents and/or agreements or commit the Company to any contractual terms and/or arrangements.


This job description describes the principal purpose and main elements of the job. It is a guide to the nature and main duties of the job as they exist currently, but is not intended as a wholly comprehensive or permanent schedule and is not part of the Contract of Employment.








Competency Framework:


Qualifications

Proven previous experience in a customer service role (face to face or in a contact centre)

Fluent in written and spoken Italian and English with experience of use in business environment

Demonstrable experience in the use of consumer household products in retail, FMCG or previous customer service role.

In a customer service role, having dealt with emotive situations (perhaps where an end-to-end solution could not be achieved without hand-off).




Knowledge

Detail conscious

Effectively use IT – reporting (Word, Excel, Access, PowerPoint & Client

CRM systems Live Person)

Industry, organisation and job knowledge




Skills

Excellent PC & typing skills.

Excellent written and verbal communication skills.

Able to work in a team.

Good attention to detail.

Flexible to work shifts.

Excellent listening, empathy and questioning skills

Ability to acquire and assimilate knowledge quickly

Excellent probing - Interviewing Skills (Asking the right questions at the right time – using question to control, opening and closing conversation)




Attitudes

Motivating and driving the success of the team

Attention to detail / Quality Orientation

Customer Service Focus

Innovative and flexible approach

Passion to succeed

Results orientated

Motivation and Inspirational

Resilience (Ability to handle rejection – Evidence of this will be required)

Solutions focused – (Knowing – when and how, gaining commitment)




Behaviours

Well Presented

Demonstrates initiative and innovation

Enthusiastic

Supportive of colleagues

Positive response to challenges and/or requests

Demonstrates flexibility to meet operational demands

Strong communication skills

Highly analytical with a good level of detail

Can manage self effectively

Develops own knowledge and skills to ensure fit for purpose

Demonstrates confidence and the ability to take control of a variety of situations

Promotes a positive and professional environment at all times


Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HGS’ mission is to optimize the customer journey to make its clients more competitive.

HGS has built expertise focusing on Customer Experience Management, Back Office Processing, Contact Centers, Data Analytics, Digital and Interactive Solutions and HR Solutions. Today, HGS partners with 190 of the world’s top brands for core BPM services and 600+ payroll processing clients. It is the only outsourcing provider that takes a true “globally local” approach, with local leadership teams who understand the market. The global delivery network serves international customers both onshore and offshore to drive efficiencies and delivering customer delight.

To make ourselves a stronger organization talent-wise, we are looking for dynamic thinkers and achievers - people who can work on innovative ideas, both simple and complex to transform, and add value, thereby giving a competitive edge to the client's businesses.

Contract