Customer Service Representative

About us

Firstsource is a people centric company and a vibrant place to work, serving over 100 global clients. We have a professional, high performing and dedicated work force. Our values are integral to our success, and they are what make us different from the rest. Aspire, Achieve and Advance.

In joining the Firstsource family we strive to create a diverse and inclusive work environment for all our employees. Firstsource offer the opportunity to be involved in Diversity forums and for you to contribute to creating a truly inclusive workplace.

Role: Customer Engagement Advisor with The Telegraph

Location: Onsite Derby

Hours: Full time, 25 hours per week between Monday to Saturday, operational hours: 08:00 - 18:15, working on a rotational basis between 08:00 - 17:00 and 09:15 - 18:15

Salary: £12.85 per hour

The Telegraph is an award winning and prestigious UK based Media Group, recognised for its outstanding award winning  journalism and media coverage.  The Telegraph’s content ranges from breaking news and investigative reports to expert commentary and specialist knowledge, alongside additional features such as it’s world wide recognised daily Puzzles.

Your role sits within our Customer Engagement team, where you will be supporting Telegraph subscribers with various queries about their subscription, from technical support to billing. You will be the first point of contact with customers and will be able to demonstrate world class customer service and education, whilst building a rapport with your customers that will stay with them long after they have spoken with you.

You will communicate with our customers through a mixture of phone contacts, emails and Live Chat.

A typical day will look like:

· Time set aside each morning as a team to plan for success each day

 · Interact through phone contacts, web chat and email with The Telegraph’s customers, understanding & supporting their individual needs.

· Support your peers & team by sharing your experience and successes

· Time allocated to work with your manager and trainer on opportunities to improve service, skills and develop your future career

Who are we looking for?

· Proven successful experience in customer service  and as part of a team

· Great communicator in both voice & writing

· Have a passion for people, & strive to deliver success every day

· Experience of working to & achieving targets

· The ability to self-motivate & support and inspire your fellow customer retention professionals

· Prepared to go the extra mile to hit target

· Thrives on working in a challenging & fast paced environment

· Ability to effectively handle complaints by having good quality conversations

What’s in it for you?

· £12.85 PH with fortnightly pay

· Uncapped Commission

. Lots of great incentives! (Chance to win a Holiday, Airpods or Ninja Air fryer!)

. Progression opportunities

· Free Digital Plus Subscription of The Telegraph

· 29 days' holiday (Inclusive of Bank Holiday allowance), increasing 1 day per year of service

· Simply Health - which includes optical and dental benefits

· On-site parking

· Discounts in high-street shops and restaurants