ResQ Careers

Support
Job Title:
Client Services Executive
Location:
Seaham
Pay:
Negotiable
Job Type:
Permanent
Job Starts:
ASAP

JobSummary

This role supports the management of the client relationship with existing and new blue-chip organization’s.  You will be required to proactively maintain consistent high levels of service delivery, whilst assisting with identifying new business opportunities.  Additional responsibilities will sit around project management, completing daily MI reporting and offering regime advice across the business.

 

Key Responsibilities

·       Act as one of the clients point of contact with the business, communicating daily,creating partnerships and managing the commercial relationships

·       Understandand assist with designing solutions for ongoing client development

·       Assist with creating strategies to reduce cost per sale where applicable and/or improving service levels

·       Participating in client training and monitoring sessions, supporting the development of agents and managers, ultimately improving sales outputs

·       Preparing and analysing client reports, whilst researching and solving client and customer issues

·       Supporting all areas of the business, including operations, training and QA

·       Communicating daily with Call Centre management, Operations and Quality Assurance Management

·       Developing value-added recommendations for improvement

·       Assist with project planning and implementation, finding innovative ways to increase sales

·      Support the business with mitigating risks byunderstanding client needs and always striving to improve the strength of the relationship (client stickiness)

·      Support with delivery of all client SLA’s that drive revenue rates and ResQ Margin

·       Working alongside the Client Services Manager to capture improvement plans and formulate this into Service Improvement Plans

·       This list is not exhaustive and will encompass any other duties relevant to the role

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Qualifications/Experience RequiredEssential                                                                                    

·        Experience in similar recent working environment                              

·        Previous experience of dealing with customers

·        Management experience not required but preferred

 

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Skills/AttributesRequired Essential

·        Resilient, tenacious and able to thrive whilst under pressure

·        Ability to creatively solve issues/concerns                

·        IT proficient in all Microsoft packages                        

·        Excellent communication skills

·        Solution driven and focused on consistently improving performance

·        Focused and able to think on feet in demanding environment/situations

·        Able to build and foster great working relationships internally and externally

·        Able to be flexible in an ever changing environment

·        Experience dealing with and working with/for clients

 

 

Skills/Attributes Desirable

·  Excellent punctuality skills

·  Excellent attention to detail

·  Able to demonstrate excellent organizational skills

·  Ability to work on own or as part of a team

Why work at ResQ?

Remarkable Rewards!
The many benefits of working for ResQ, coffee isn’t the only perk…
Onsite Canteen with Healthy Options
Cycle to Work Scheme
FREE Onsite Staff Gym
Buy/Sell Holidays
20 Days Holiday Plus Bank Holidays and a FREE Day Off for your Birthday
Childcare Vouchers
Full Access to The ResQ Rewards Portal Offering Hundreds of Discounts and Vouchers for Top Retail, Leisure, and Travel Brands.
24 Hour Employee Assistance Programme
Great Career Progression
Fun Activities and Social Events
Competitive Salary and Performance Based Bonuses
Health and Pension Schemes

Who we are and who we strive to be

This brochure will provide you with more detail about our people and our culture. We believe our people are what give us our unique point of difference. It is our people that make ResQ a success.

Download

To Help: All those who come into contact with ResQ. Teaching, leading, listening, supporting, collaborating and competing.

The World: We aim high. This inspires us to grow and compels us to continue developing market leading services.

Better: Whatever we do, we should do it better than our competitors and better than we have done in the past. Everyone who interacts with ResQ should expect more and we will deliver on that.

ResQ is an owner managed contact centre. This means two things.

You will work with people similar to yourselves, no big corporate faceless bosses. The owners here have been there and done that in contact centres over the years. Everything you will be asked to do, they have done also. You get to see them and you will get to know them.

Secondly a contact centre, is what has been referred to in the past as a call centre. We call ResQ a contact centre, because we don’t just make calls, we take calls, we use chat functions and we use social media. Ultimately our job is to help people, people like you, your family and friends to get help when they need it most. Help to save money on energy bills, to make an online purchase, technical help, a catalogue order, even to buy your football season ticket.

So we are here to help and you will do this working with people just like you.

We don’t spam people and we don’t nuisance call. We work ethically for big brands that are ethical in the way they work also. We are very proud of our brand and we work with companies who are also proud of their brand. We will never do anything that will upset and annoy our customers (people like you and your family) or anything that will harm our clients trusted brand.

We have people here who have been working with us for over eight years. And sure, some people did originally join us thinking they would move on in six months.

“I first started this job, thinking I would leave after about four months as I wanted to save enough money to go back to Australia to live. I have been here for four years now. I stayed because I was recognised and I had some natural abilities which were spotted and I was given a progression plan. I started working as a telephone agent and I have now progressed to work in recruitment.”

So we would like people to work with us knowing that there is career development, if you want it. If you don’t than that’s fine too, not everyone wants to take over the world. However, we do ask that all team members, come with an open mind, are willing to challenge themselves and will work as a team to get the job done right and to a high standard. Do those simple things and you will be rewarded both financially and recognised as a star member of the team, which has its own set of benefits.

We are looking for motivated hard workers, no need for a degree, A-levels or any type of qualification for that matter. We will provide you with life-time training.

Hmmm no. We employ good people who want to be remarkable. We do, however, actively recruit people from all backgrounds, interests and ages.

Glad you asked. We believe that people should be rewarded for a good days work. If you work well and to our standards, you will have a job for life. You will be paid well as a standard salary and you will earn extra in the way of bonuses and commission.

Some people work full time in which case you will work five days a week and some people work part time, in which case you will have more time off in a week depending on your contracted hours.

Absolutely. We can offer early and late starts and weekend work. You can work full time or you can work part time. For a remarkable team member we have lots of options.

Intrapreneurial

You don’t always need to be told what to do. We don’t always hold your hand, we let you generate your own great ideas and bring new thinking to the team.

Agile

If you always do what you’ve always done, you will only achieve what you have already achieved. Keeping up with trends, changes in behaviour, opportunities in technology or, as simple, as finding more ways to make your customers smile. Responding quickly to change is what keeps us one step ahead.

Remarkable

Sometimes life is tough, work is hard, a curveball is thrown your way. Each day we may deal with something unexpected. We learn from these experiences and we take the positives away from every interaction and situation. As each day passes we become better, more innovative, and we continue to be hungry for success. This is why we are remarkable.

A rewarding job, not just in terms of money – because of the people, the friends you make, the fact you are celebrated for being you. The way you feel supported, laughs, fun, treats and the acknowledgement you receive for doing a good job, not just from management, but from your peers as well.
ResQ Team Member, Responsible Telemarketing™ agent.