• Call Centre Senior Agent

    Job Locations UK-Birmingham
    Posted Date 2 months ago(2 months ago)
    Rentokil Pest Control
    Customer Service/Support
  • Overview

    Senior Call Centre Agent

    £19,148 - £20,191 (dependant on working 35, 37.5 or 40 hours per week)

    Bonus - up to £165 per month (performance and business)



    Rentokil Initial is a global brand and this is an excellent opportunity to work in a fast paced environment, progress your career and grow your customer service skills within our busy and dynamic contact centre.


    As a key member of our contact centre team, you’ll be responsible for providing a world-class level of service to our customers over the telephone. You will be responsible for taking calls and resolving a range of customer queries as well as supporting, monitoring and training a team within the contact centre. You will lead by example and motivate and build strong relationships with both team members and customers.


    Do you have what it takes?


    To succeed in this role you must be a positive and motivated individual who has a passion for coaching others and delivering excellent customer service. You will have excellent telephone manner as well as exquisite communication skills, be a team player and be able to work well in a fast paced environment in a large team.



    Your responsibilities will include:


    • supporting the team leader in day to day running of the department
    • call monitoring and quality control
    • working towards KPI’s as set by Team Leader for department
    • support any task and customer requests as necessary
    • Quality checks on team agents and providing constructive feedback
    • coaching/developing through training for others to support reaching targets
    • floor walks to check compliance and adherence to guidelines
    • deal with any customer escalations from the team seeing them through to resolution
    • monitor logs and escalate any as necessary


    What we look for:

    • Experience of working in a relevant environment, i.e. Customer Services within a telephone based environment
    • A proven track record of understanding customers’ needs and delivering excellent customer service.
    • Strong professional communication skills, both oral and written
    • Experience of making timely and informed decisions
    • Flexibility and open to change and innovation
    • Experience of working with rules and regulations
    • Consistently achieved objectives set for them and taken action to improve on their own performance as well as encouraging others to do the same
    • Experience of quality monitoring in an office environment

    In return we offer excellent training and performance based salary grading within a supportive environment, with additional bonuses and rewards within a fast paced exciting and growing company!


    Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here.



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