Customer Service Advisor

Job Description

ROLE: Macmillan - Trainee Consultant

REPORTS TO: Bureau Contact Centre Team Leader

DEPARTMENT: Bureau

Salary: £26,624 salaried or £12.80 per hour. On target bonus £2,400 per annum

Hours: Monday - Friday 9am - 5pm

This is a temp to perm position at £12.80 per hour. The role is Ringwood based, they may be able to work on a hybrid basis once they are fully trained.

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE

We are seeking a Customer Service Consultant to join our Macmillan Coffee Morning team, providing an exceptional level of service to supporters who are raising vital funds to support people living with cancer.

Every interaction with our supporters is an opportunity to make a positive difference. As a Customer Service Consultant, you will be the first point of contact for supporters organising their Coffee Morning, providing friendly, empathetic and knowledgeable support throughout their fundraising journey.

You will handle a variety of customer contacts across telephone and email, supporting supporters with registering their Coffee Morning, ordering additional fundraising materials, paying in money they have raised and providing guidance on their JustGiving fundraising pages.

Due to the nature of the Macmillan campaign, you will need to demonstrate a high level of empathy, patience and understanding. Supporters may contact us for a wide range of reasons and may have a personal connection to cancer, so it is essential that every interaction is handled with sensitivity, compassion and professionalism.

You will be a multi-skilled member of the team, confidently moving between telephone and email contacts while maintaining a consistently high standard of customer service. Your excellent communication skills, attention to detail and ability to adapt your tone to each individual supporter will help ensure that every person feels listened to, valued and supported.

We care passionately about delivering an excellent supporter experience and making every interaction count. In return, you will receive comprehensive training and ongoing support to develop your knowledge and confidence within the Macmillan campaign.

 

 

RESPONSIBILITIES

 

• Achieve our Efficiency, Adherence and Quality standards
• Achieve individual Key Performance Indicator standards
• Provide exceptional, empathetic and professional customer service to Macmillan supporters across telephone and email
• Support supporters with registering for Coffee Morning, ordering fundraising materials, paying in donations and JustGiving queries
• Maintain a high standard of written communication, grammar, spelling and attention to detail across all email interactions
• Adapt communication style and tone to suit each supporter, particularly when handling sensitive or emotional conversations
• Make outbound calls as required, either to reply to customers with queries, or to support targeted service campaigns as required.
• Provide cover in other areas of Konecta as required.

REQUIREMENTS

• Essential
  • Excellent verbal and written communication skills, including strong grammar, spelling and punctuation.
  • Highly empathetic and patient, with the ability to handle sensitive conversations with compassion and professionalism.
  • Good typing and IT skills, with the ability to confidently navigate multiple systems while communicating with supporters.
  • Ability to meet and exceed individual and team KPIs while prioritising quality and the supporter experience.
  • Intermediate level of MS SharePoint, Excel, Word and Outlook.
• Desirable
  • Ability to coach and mentor team members to increase knowledge and efficiency.
  • Experience working in a charity, fundraising or sensitive customer service environments.
  • Familiar with areas of Call Centre compliance including adherence to GDPR guidelines, and ensure to operate to required standards and requirements when talking to our customers.
  • Familiarity with JustGiving, CRM or contact centre systems.
• Communication skills - Emails & Calls

The ideal candidate will have excellent communication skills, with a particular focus on providing clear, professional and empathetic support across both telephone and written channels

• Communicate with supporters in a friendly, professional and compassionate manner.
• Adapt your tone and communication style depending on the individual supporter and the nature of their enquiry.
• Demonstrate active listening skills and show genuine understanding of the supporter's needs.
• Respond to emails in a timely, accurate and helpful manner.
• Use templates and available resources where appropriate, while ensuring responses remain personal and relevant to the individual supporter.

We care passionately about our people and extensive training is given prior to handling any live customer contacts, with ongoing support provided. However, you must have a strong customer service ethic to succeed in this role together with a desire to achieve personal sales and service targets and results.