3.3pm/4pm-7pm weekday shifts - Contact Centre Agent

Start date: ASAP

Location: London Waterloo

The Challenge is a national charity that was founded in 2009. Our mission is to connect and inspire people to strengthen their communities. We bring together local people across all generations, ethnic groups and incomes to build a stronger society.

This is a unique opportunity to join a fast moving, rapidly growing organisation, working with young people and local communities across the country.

About the role

We are looking for customer focused individuals to ensure the smooth delivery of our services. You will be dealing with large volumes of customer enquiries predominantly over the  telephone but may also include queries via email, SMS, chat and social media. You will deliver a high standard of customer service in a fast paced environment, as well as being flexible enough to support other service teams if needed.

Responsibilities include:  

  • Handling a high volume of customer queries via multiple channels: telephone, email, Chat, SMS and social media
  • Providing assistance and support to internal and external customers
  • Ensuring customers queries and issues are resolved in a timely manner
  • Using IT systems including Salesforce CRM to record and process customer information
  • Assisting and supporting other Customer Service work streams when needed
  • Providing customers with accurate and relevant information
  • Complying with organisational policy and procedures
  • Dealing with dissatisfied customers and escalating when appropriate

We are looking for outstanding individuals with the following qualities:

Skills

  • Exceptional customer service skills
  • Excellent written and verbal communication skills
  • Ability to work in a team, and manage independent workload.
  • Strong time management and organisational skills
  • Ability to work to quality and quantity targets
  • Attention to detail and accuracy
  • Problem solving and resolution skill

Behaviours

  • Enjoy talking to people, being helpful and doing all you can to provide a resolution to customer’s queries
  • Ability to remain  calm and assertive  under pressure
  • Enthusiasm for, and commitment to, the organisation's mission and values with the ability to bring this to life when liaising with internal and external customers

Further Details

  • This is a temporary role, initially contracted for three months, 5 days per week (17.5 hours)
  • Salary: £19000 p/annum ( this is the full time equivalent salary)
  • The hours for this role will be 15:30/16:00-19:00 Monday to Friday
  • Please apply by sending your CV and a one A4 page covering letter to This email address is being protected from spambots. You need JavaScript enabled to view it.

Only applicants who have the right to work in the UK or have a valid visa or work permit for a minimum of 6 months at the time of application will be considered for this role.