Call Centre Advisor
Specsavers
full-time
Posted on:
Location Type: Office
Location: Durham • United Kingdom
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Salary
💰 £12 per hour
About the role
- Efficiently answer all telephone calls to the store responding positively to customer enquiries and direct them to the appropriate department.
- Inform the Director / Manager of days and times where appointments are at capacity and days and times when appointment demand is weak.
- Supporting the management of the diary of clinics, allocating resource to ensure a diary efficiency.
- Manage cancellations and where appropriate rescheduling appointments
- Confirm appointments with patients ahead of time to ensure the smooth running of clinics
- Dealing with telephone queries and responding to online or email queries within agreed SLAs
- Ensure a copy of the following days appointments is produced each evening as a contingency for system failure.
- Ensure a copy of the following days booked collections is produced and ensure the lab has prioritised and completed these jobs.
- Advise customers of the current promotions and any relevant contact lens or product information.
- Support the Directors with ad-hoc tasks as required
- Act as an ambassador for Specsavers at all times.
Requirements
- Fantastic communicator, able to adapt communication style to suit the audience with a brilliant telephone manner.
- A high level of interpersonal skills with the ability to build working relationships with a wide range of people
- Experience of working in a fast-paced administration environment
- Excellent administration and organisational skills
- Systems literate, able to use different IT systems effectively including Office 365
- Excellent customer service approach, able to provide support and reassurance to customers
- Team worker with a positive can-do attitude
- Previous experience of working in a call centre environment.
Benefits
- Specsavers Perks – our discounted benefits scheme
- Outstanding clinical and professional development opportunities
- Discounted hearing and eyecare benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
administrationappointment managementdiary managementcustomer servicetelephone query handlingemail query handlingcancellation managementreschedulingcontingency planningpromotional advising
Soft skills
communicationinterpersonal skillsrelationship buildingorganizational skillsteamworkpositive attitudeadaptabilitycustomer reassuranceproblem-solvingtime management