Outbound Customer Service Advisor
About the Role
We are seeking enthusiastic and reliable Customer Service Advisors to join our RVS team on a permanent contract. This role will primarily involve making outbound calls to volunteers who support the vital work of the Royal Voluntary Service, ensuring they complete necessary checks to continue their valuable work.
Key Responsibilities:
- Outbound Calling: Contact volunteers to verify completion of their DBS and ID checks.
- Data Management: Use a database to track volunteer progress and update records accurately.
- Customer Service Excellence: Deliver a positive experience with clear communication, empathy, and professionalism while supporting volunteers.
- Team Collaboration: Work closely with colleagues to reach targets and ensure all volunteers are contacted efficiently.
Skills & Experience Required:
- Previous experience in customer service or a similar role is preferred.
- Comfortable with outbound calling.
- Confident telephone manner.
- Ability to work independently as well as part of a team.
- Attention to detail and the ability to accurately input data.
- Excellent communicator, both written and verbal, along with great listening skills.
- Highly resilient with a calm disposition and able to demonstrate an empathetic approach to quickly forge a strong rapport with every customer.
Working Hours
- 32 Hours per week
- Contract: Permanent
- Shift is a two week rotational shift pattern. Please see below:
Week 1:
Monday - OFF, Tuesday - 0900-1400, Wednesday - 0900-1500, Thursday - 0900-1400, Friday - 0900-1800, Saturday - OFF, Sunday - 0900-1800
Week 2:
Monday - 0900-1400, Tuesday - 0900-1400, Wednesday - 0900-1500, Thursday - 0900-1800, Friday - OFF, Saturday - 0900-1800, Sunday - OFF
Location:
Remote (WFH) or in our Southend-on-Sea office
Homeworking Eligibility
Please refer to the following links to ensure your laptop/pc has the current supported systems:
Windows 10 - Windows 10 Home and Pro - Microsoft Lifecycle | Microsoft Learn
Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
macOS - Apple macOS | endoflife.date
Windows
MUST be a Windows 11 compatible machines, but MUST also be equipped with the following:
Windows 10 22H2 or Windows 11 22H2/23H2
8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor
8GB RAM Minimum
15GB+ Free Storage Space
Apple/macOS
MUST be equipped with the following:
macOS 12 (Monterey) or later
8GB RAM Minimum
15GB+ Free Storage Space
Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.
Hardware & Software: Mobile Phone
You MUST have an Apple or Android smartphone equipped with either iOS 15.0 (or later) or Android 12 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.
Hardware & Software: Anti-Virus Protection
When using a personal device, we do only support Windows Defender antivirus software for Microsoft devices and X-Protect for MAC OS (built-in the OS).
The use of any other antivirus software will not be supported.
Minimum Speed Requirements:
Ping ms Maximum 20ms
DOWNLOAD Mbps Minimum 20 MBps
UPLOAD Mbps Minimum 5Mbps
Who are Ventrica?
Ventrica is a forward-thinking, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. In 2022 we were awarded Gold for Most Effective Application of Technology, and Silver for Outsourced Contact Centre of the Year at the prestigious European Contact Centre & Customer Service Awards. We were also awarded Gold for Manager of the Year, and Silver for Head/Director of the Year at the UK National Contact Centre Awards.
