CONTACT CENTRE ASSISTANTS Grade: 1 Salary: 13, 020-15, 259 per annum pro rata Hours: 1 x 10hours - working 2 days out of 7 1 x 15hours working 3 days out of 7 Status: Fixed term Contract until 31 March 2014 Closing Date: Wednesday 17 April 2013 s will be held: week commencing 22 April 2013
job description and person specification Job Title: Contact Centre Assistant Name: Reports To: Department/Location: Contact Centre Duty Supervisor Contact Centre/ South Yorkshire Date: February 2013 Job Purpose: To deliver excellent customer service within the Contact Centre Team. Providing customers with a comprehensive information service and assistance with all customer enquiries. Organisational Chart: Contact Centre Manager Contact Centre Duty Supervisor (x3) Customer Liaison Team Supervisor Contact Centre Assistants Customer Liaison Assistants (x3)
Dimensions: Working within the Contact Centre, in a team of 30 staff (approximately). To provide an accurate, efficient, high quality information service for all customers of the Contact Centre throughout operational hours. Provide excellent customer service via telephone and other media formats. To operate electronic information enquiry systems in an efficient manner to produce a journey plan to meet customer requirements To answer all enquiries in a polite, courteous, accurate and efficient manner to ensure customer satisfaction General Responsibilities: SYPTE s aim is to provide the best Public Transport system possible. The objective is the pursuit of excellence in meeting the needs of all potential passengers. SYPTE is fully committed to the active promotion of equal opportunities in its capacity as an employer. It is the individual responsibility of every member of staff to seek to ensure the practical application of this policy. Under the Health and Safety at Work Act, all employees are required both to take care of their own health and safety and that of other employees and to co-operate with their employers in complying with their statutory duties. SYPTE and its Managers are fully committed to the training and development of staff. Responsibilities/Key Accountabilities: 1. Provide an accurate, efficient and high quality information service, answering enquiries in a polite and efficient manner in order to help achieve customer satisfaction. 2. Search all relevant and available information in both paper and electronic databases to answer customer enquiries efficiently and accurately. 3. Provide detailed and accurate journey plans and other information to help achieve customer satisfaction. 4. Record customer details, comments and requests in all relevant operational databases
to achieve comprehensive customer profiles. 5. Assist the Contact Centre Duty Supervisors and Contact Centre Manager to ensure that equipment and premises are secure in accordance with recognised procedures. 6. Use product knowledge to promote SYPTE products, services and facilities to encourage the use of public transport. 7. Undertake any other duties as required when directed by the Contact Centre Manager and supervisors. Planning and Organisation: Contribute to team working within the Frontline Services team and liaise with others to continuously improve cross-functional efficiency. In conjunction with the Contact Centre Manager and the Contact Centre Supervisors assist in the training of new team members as required. Decision Making and Use of Judgement: Use skills and knowledge to determine the most suitable journey plans and relevant information required to meet the needs of our customers. Essential Internal and External Relationships: Collaborative working with other members of staff both inside and outside the Frontline Services Team Liaise with the general public. Liaise with the appropriate personnel of public transport and other operating companies.
Knowledge, Skills, Behaviours and Experience Required: Knowledge: GSCE English & Maths (A to C) or equivalent Essential Geographical knowledge of South Yorkshire and knowledge of the passenger transport network Desirable Ability to interpret timetables Essential Ability to interpret maps - Desirable Skills: All requirements are essential unless stated Computer literacy skills Performs basic tasks in the operating system environment Analytical and numeric skills Collects and manipulates data Administration skills Users core systems Ability to use, manage and retrieve email information via Microsoft Outlook (or equivalent) Excellent verbal communication skills with the ability to communicate clearly Ability to demonstrate a calm manner and ability to handle difficult situations Demonstrate tact and diplomacy when dealing with customers Ability to handle all customer enquiries in a confidential manner Behavioural Competencies: All requirements are essential unless stated and will be assessed at interview Living our Values: Customer & Stakeholder Driven Responds positively to customer/stakeholder requests Team Working Cooperates; a good team player Integrity & Respect Behaves consistently within own stated values and beliefs Achieving & Challenging Committed to doing a good job
Delivering With & Through Others: Flexible & Adaptable Accepts need for flexibility and adaptability Experience: Previous experience within a contact centre environment - Desirable Post Holder: Line Manager: Agreed by: Date: Agreed by: Date: ACCEPTED AND REGISTERED IN HUMAN RESOURCES: Agreed by: Date:
SOUTH YORKSHIRE PASSENGER TRANSPORT EXECUTIVE EMPLOYEE SPECIFICATION POST TITLE: Contact Centre Assistant DEPARTMENT: Customer Experience Knowledge: Essential Desirable How Identified GSCE English & Maths (A to C) or equivalent Application form Ability to interpret timetables / Task Geographical knowledge of South Yorkshire and knowledge of the passenger transport network Ability to interpret maps / Task Experience: Previous experience within a contact centre environment Application form / Skills: Computer literacy skills Performs basic tasks in the operating system environment Analytical and numeric skills
Essential Desirable How Identified Collects and manipulates data Administration skills Users core systems Ability to use, manage and retrieve email information via Microsoft Outlook (or equivalent) Excellent verbal communication skills with the ability to communicate clearly Ability to demonstrate a calm manner and ability to handle difficult situations Demonstrate tact and diplomacy when dealing with customers Ability to handle all customer enquiries in a confidential manner Application form / Application form / / Task *Knowledge/Skills/Experience are aligned to the organisations Competency Framework