CX Agent
Company
Location
Glasgow G2
Employment Hours
New Jobs
Employment Type
Permanent
Salary
£26,246 a year
Job Highlights
- You will manage customer queries, complaints, and refund requests, ensuring timely and effective resolutions via phone and email communication.
- The ideal candidate has excellent communication skills, a proactive approach, and a strong commitment to customer satisfaction.
- Full-time roles involve 37.5 hours per week with a competitive salary, located in Glasgow; part-time options are also considered.
Job Requirements/Description
A fantastic opportunity is now available to join our Customer Experience Team at Solvd. in the centre of Glasgow. Our team provide several services including Customer Experience, Finance and Payroll. Solvd. is a vibrant, friendly office, where our people are committed to delivering the best experience for our customers.
We offer a competitive salary and great benefits. Our people are our greatest strength and live by our values of Dependable, Proactive, Agile & Inclusive, so come and join our team!
The Role
You will be dealing with customers queries, complaints, and refund requests. The role involves handling incoming telephone calls and emails covering a variety of query types working to average handling time targets.
The Customer Experience Team operate 7 days per week between the hours of 7.00am to 10.00pm. We offer permanent, full time roles of 37.5 hours per week and will consider applicants looking for part time hours.
Successful candidates will be assigned a 4 weekly rota, working 5 days over 7.
We offer a competitive Living Wage salary of £26,246 per annum.
Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions
Joining Solvd. means becoming part of a team that values your development and wellbeing. We offer:
Benefits
If you're ready to take on a challenging and rewarding role at the heart of our operations, apply today!
Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions.
Successful completion of security and background checks will be required.
Apply now and choose your ticket to join us on the Solvd. journey!
Description
A fantastic opportunity is now available to join our Customer Experience Team at Solvd. in the centre of Glasgow. Our team provide several services including Customer Experience, Finance and Payroll. Solvd. is a vibrant, friendly office, where our people are committed to delivering the best experience for our customers.
We offer a competitive salary and great benefits. Our people are our greatest strength and live by our values of Dependable, Proactive, Agile & Inclusive, so come and join our team!
The Role
You will be dealing with customers queries, complaints, and refund requests. The role involves handling incoming telephone calls and emails covering a variety of query types working to average handling time targets.
The Customer Experience Team operate 7 days per week between the hours of 7.00am to 10.00pm. We offer permanent, full time roles of 37.5 hours per week and will consider applicants looking for part time hours.
Successful candidates will be assigned a 4 weekly rota, working 5 days over 7.
We offer a competitive Living Wage salary of £26,246 per annum.
Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions
Key Responsibilities
- Respond to phone, email, and letter correspondence from customers within the agreed timescales.
- Offer the customer, wherever possible, a personalised service and maintain a professional ‘tone of voice’ in all communication with customers.
- Aim to resolve the customers’ query at the first point of contact. If this cannot be achieved, then keep the customer regularly updated with the progress of their query.
- Keep track of responses and actions needed from colleagues to ensure the customer receives an answer to their query promptly.
- Perform administrative duties as required.
- Comply with procedures and timescales as directed.
- Establish relationships with internal and external stakeholders to ensure the customers’ query is responded to in a timely manner.
- Handle difficult situations and complaints in a professional manner.
- Follow GDPR guidelines where required.
Skills, Knowledge and Expertise
- Strong communication skills – both written and verbal.
- Strong time management skills to meet deadlines and comply with agreed procedures.
- Excellent organisational skills.
- Strong problem-solving skills.
- The ability to stay calm under pressure.
Welcome to your Solvd. Journey
Joining Solvd. means becoming part of a team that values your development and wellbeing. We offer:
- On-the-job training and continuous personal development opportunities.
- Regular performance feedback and 1:1s to help you succeed.
- Support for family events, personal support, and a focus on having fun in the workplace.
- Opportunities for career progression.
- Competitive benefits.
Benefits
- Discretionary ScotRail Season Ticket (home to work)
- Discretionary bonus scheme
- Hybrid working (1 day per week, after probation)
- Living Wage and Living Hours Accredited
- 34 days holiday (including public holidays) with option to buy additional
- Generous salary exchange Pension Scheme and Life Assurance Scheme
- Optional Health Cashplan Scheme
- Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social
- Flexible dress code where you can Dress for Your Day!
- Social events including Summer Event and Christmas Party
If you're ready to take on a challenging and rewarding role at the heart of our operations, apply today!
Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions.
Successful completion of security and background checks will be required.
Apply now and choose your ticket to join us on the Solvd. journey!
About Solvd.
Solvd. provides first class outsourced payroll, financial, customer experience and business processing services. We have high standards for ourselves and ensure value for money for our clients, putting our customers and stakeholders at the heart of our delivery.
Our bespoke packages of reliable and timely services are easy to use, and continuous improvement is embedded in the way we work, making us a provider of choice.
We have extensive experience in providing complex and large-scale services to UK industries.
Solvd. is part of Transport UK Group.