01892 240 845

info@flossagency.co.uk

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Welcome

Floss Agency is a dynamic forward thinking employment agency based in Tunbridge Wells. It serves companies and organisations in the South East. Floss’s reputation has been built by offering a personal but professional service that has been established for over 5 decades.

Floss’s success is based on providing quality temporary, contract and permanent staff efficiently.

“We can rely on them to provide us with individuals who have the skill sets we require.”
Karen Woods : Office/HR Administrator, Elements Communications
Customer Service Advisor
Croydon
£22,441K PA - OTE 25.5K (includes bonus + shift allowances)
Permanent
£22,441K PA - OTE 25.5K (includes bonus + shift allowances)Overtime available, paid at time and a half on top of OTE!This is a great opportunity to join a leading worldwide organisation as part of a prestigious customer service team. ...

£22,441K PA - OTE 25.5K (includes bonus + shift allowances)

Overtime available, paid at time and a half on top of OTE!

This is a great opportunity to join a leading worldwide organisation as part of a prestigious customer service team.

Duties will include:
• Handling incoming and outgoing telephone calls in a prompt and courteous manner in line with company expectations
• Provide a proactive response to calls for assistance and providing advice and solutions
• To ensure that customers receive the most appropriate service in a timely and cost effective manner
• To ensure that the customer is kept fully appraised of the progress
• To ensure that accurate costing are giving for all cases using available systems
• To liaise with internal and external business contacts
• Work in line with client SLA’s and company standards

Skills / requirements:

• Experience of liaising with customers over the phone in a professional services environment
• Candidates will have excellent verbal and written communication skills
• Have a good level of numeracy and literacy with good keyboard skills
• Educated to GCSE standard
• Be well presented
• Able to commit to shift working

Hours:

Working 35 hours per week 5 days out of 7 (on a rota basis which includes weekends as part of the rota).

Earliest start time 0630
Latest finish time 2300

There will be a requirement to start working overnight shifts after the 6 month probationary period.

This will average 4 overnight shifts in a row approximately every 7/8 weeks. An additional payment of £55.00 per night shift.

Other benefits include: Paid annual leave, lifestyle benefits and enhanced overtime rates.

Customer Service Assistant - Catering
Tunbridge Wells
upto £16,000
Permanent
Do you have excellent service skill and looking to work for a leader in the catering industry? Our client has a wealth of experience in fast food and have built on its success over the years. They have an excellent management team and well...

Do you have excellent service skill and looking to work for a leader in the catering industry? Our client has a wealth of experience in fast food and have built on its success over the years.

They have an excellent management team and well trained staff, you will also get fully trained and get to work alongside the outstanding management team

The ideal candidate will have:

- Polite and well presented

- Confident in working with the public

- Excellent spoken English

- Pro active and positive personality

- Ability to work well under pressure

You will be asked to:

- Serving customers

- Process and collect the orders

- Cooking and preparing food

- Take orders to Customers

- Dealing with money

- Input details onto the till

- Cleaning

The candidate will benefit from:

- Salary up to £10 an hour depending on experience

- Uniform supplied

- Paid holiday

- Opportunity for future career progression in the company

- Free staff meal

- Full training

Please apply now

Customer Service Team Manager
Croydon
UP to 30K PA + £2,600 Annual Bonus
Permanent
Objective of the Role To lead, motivate and develop a team of Co-ordinators to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day. To...

Objective of the Role

To lead, motivate and develop a team of Co-ordinators to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day.

To create a high performance culture in which employees want to engage with each other and collaborate to achieve the company Vision and Mission.

Hours

This position is based on a 35 hour week on shift basis. However, our business can be unpredictable and there will be times when we need you to work longer. Team Managers may also work on an On Call rota if needed. Hours of work will be Mon-Sat 5 days per week. Shift patterns will be from 0700-1430, 0800-1530, 1000-1730, 1130-1900,1400-2130 and 1430-2200.

Main Responsibilities

Team management and motivation
One to one's and peformance reviews
Staff development
Team meetings
Communication
Call monitoring
Cost effectiveness
Complaint management
Compliance
HR support (Annual leave/ holiday planning / absence management / disciplinary & grievance)

Experience required

Essential

You need to have GCSE’s or their equivalent. Maths and English are required as standard.
You will need to have had some Team Management training in areas such as resource planning, conducting performance reviews etc. as well as having been trained in coaching and/or auditing, objective setting.

Desirable

A’ level or equivalent education.
It would be beneficial if you have already received training in conducting disciplinary meetings and/or absence counselling as well as creating personal development plans.

Executive Assistant
Tunbridge Wells
Neg.
Permanent
Exciting opportunity to join a fast paced team as an Executive Assistant, the role is working for a leading and professional firm offering outstanding benefits Role involves: - Supporting Directors - Project...

Exciting opportunity to join a fast paced team as an Executive Assistant, the role is working for a leading and professional firm offering outstanding benefits

Role involves:
- Supporting Directors
- Project Management
- PowerPoint Presentations creation and editing
- Drafting letters, creating Excel document and proof reading
- Google doc set up and management
- Set up for conference call and meetings
- Office management
- Diary Management
- Action and manage tasks
- Personal support


The ideal candidate will have the following:
- Relevant PA or commercial experience and ability to work in a fast paced environment
- Well presented with a professional and proactive approach
- Excellent communication and organisation skills
- Being available to do international travel, either once or twice a year
- Strong skills across Microsoft Teams, PowerPoint, Word, Excel, and google docs
- Keen eye for detail
- Driver with a car is essential



The company offer excellent benefits, including personal and professional development and they pride themselves on having an excellent work place with happy staff.

Please apply ASAP

Kitchen Porters
Wadhurst Area
£8.50phr - £12.75phr
Temporary
We are looking for a number of kitchen porters to work in a busy professional kitchen in the Wadhurst area. Duties will include washing up, loading and unloading the dishwasher and keeping the kitchen tidy. Various shift available including...

We are looking for a number of kitchen porters to work in a busy professional kitchen in the Wadhurst area. Duties will include washing up, loading and unloading the dishwasher and keeping the kitchen tidy.

Various shift available including weekends. Long term work available.

Own transport would be an advantage due to location. Onsite parking available.

No experience necessary but you must be keen to work!

Temporary Workers Needed!
West Kent / East Sussex Areas
Good rates of pay!
Temporary
We require temporary workers for a number of different assignments in the local area!Data Entry / Secretarial / Reception / Customer Services / Kitchen Porters / Bar & Waiting Staff.Please call Angela for more information...

We require temporary workers for a number of different assignments in the local area!

Data Entry / Secretarial / Reception / Customer Services / Kitchen Porters / Bar & Waiting Staff.

Please call Angela for more information on 01892 860909

Angela@flossagency.co.uk


Marketing Manager
Tunbridge Wells
Good salary and company benefits
Permanent
Marketing Manager Ref: 12181LROur client is looking for a Marketing Manager, who has experience in creating and delivering a Marketing and PR strategy in...

Marketing Manager

Ref: 12181LR

Our client is looking for a Marketing Manager, who has experience in creating and delivering a Marketing and PR strategy in a commercial role.

The right person will be able to strategically plan a rolling 12 month marketing plan for the brands and deliver the business goals.

This role could suit someone with varied marketing experience who is looking for their next step up in their career.

Our client provides an exceptional service within the leisure industry and have an excellent reputation, the ideal candidate will benefit from an outstanding working environment and company benefits.

Objectives:

  • To increase the engagement and ultimately produce enquiries made by the existing client base through targeted and timely marketing activities
  • To increase the overall new client database with relevant clients (local and nationwide) held by the department
  • To increase relevant enquiries, from new clients through appropriate marketing campaigns
  • To work with members of the team to support the conversion of enquiries into confirmed sales across both new and existing clients
  • To increase awareness of the brand amongst our internal employees so that they can provide an ambassadorial role for the brand
  • To promote cross selling between our travel brands
  • To provide marketing expertise and hands on delivery to central business need

Accountabilities:

  • Develop and implement a marketing plan
  • Take responsibility for the entire customer life cycle
  • Generate repeat client engagement as well as new client engagement
  • Ensuring that quality client feedback is obtained through review platforms at all stages of the customer lifecycle
  • Work with the Web & Digital team to internally co-manage digital marketing activities, including email marketing campaigns and report on results
  • Collate and analyse relevant data in order to measure the success of campaigns
  • To segment and analyse data to identify appropriate marketing campaigns
  • Identify advertising, PR and award opportunities
  • Production of collateral, including newsletters, booklets, brochures, and all other marketing materials, whilst liaising with designers and printers
  • Produce and proofread all content for Leisure travel
  • Develop our social channels content, including writing content publications, and increasing presence on social media platforms (Facebook, Instagram, Twitter and YouTube)
  • Organising events and negotiating marketing collateral
  • To manage the Leisure marketing budget, using data analysis to make strategic decisions regarding marketing spend, ensuring a return on investment
  • Work with the Corporate team to identify cross-marketing opportunities

Requirements:

  • Proven experience of creating and delivering Marketing & PR strategy within a commercial role
  • A ‘can do’ approach communicating with key internal stakeholders
  • Excellent proof reading and creative writing skills
  • Proven experience of working with designers and external digital agencies in order to deliver return on investment
  • Excellent budget management and negotiation skills
  • Excellent Microsoft Office skills

Please apply to Lisa@flossagency.co.uk

Catering Assistant
Tonbridge
c£10/hr
Permanent or Part-time
Catering Assistant Excellent Opportunity!! We are looking for a catering assistant to join a vibrant restaurant based outside Tonbridge. Our client has a wealth of experience in fast food and have...

Catering Assistant

Excellent Opportunity!!

We are looking for a catering assistant to join a vibrant restaurant based outside Tonbridge. Our client has a wealth of experience in fast food and have built on its success over the years.


They have an excellent management team and well trained staff, you will also get fully trained and get to work alongside the outstanding management team.


The role involves:

- Serving customers
- Process and collect the orders
- Cooking and preparing food
- Take orders to customers
- Dealing with money
- Input details onto the till
- Cleaning

Due to location you will need to be a driver with transport, ideally you will have customer service experience but it’s not essential.

The company are offering £10 per hour and the hours are flexible, either full time - 30 hours or part time weekend work.

All Uniform's, meals on duty and paid holiday are paid for.

Full training is given and opportunities for promotion are very much achievable!!

Please apply now to lisa@flossagency.co.uk quoting reference 12180LR.

​HEALTH & SAFETY PROPERTY INSPECTOR
Various
c£35-40k, depending on experience
Permanent
HEALTH & SAFETY PROPERTY INSPECTOR A leading Property and Estate Management group are looking for a Health & Safety and Fire Inspector with hand on experience to join their business. You will be...

HEALTH & SAFETY PROPERTY INSPECTOR

A leading Property and Estate Management group are looking for a Health & Safety and Fire Inspector with hand on experience to join their business.

You will be required to produce Health & Safety and Fire Risk Assessment Reports in accordance with current legislation as well as some remedial incident reports.

Property Managers need to be advise and guide on the recommendations and answer to any queries relating to reports. You will also liaise with Fire Officers when inspections are carried out.

The right person will have experience in the completion of Health & Safety and Fire Risk Assessments reports coupled with a knowledge of current legislation that is relevant to the properties.

1 day a week is office based and for the remaining 4 days will be out on site completing the reports which involves nationwide travel, so a clean driving license is required.

It is important you have and relevant qualification including Level 3 or 4Fire Safety Diploma and NEBOSH General Certificate (or equivalent) a GIFireE and NEBOSH Construction Certificate are desirable.

Any added value skills over and above Fire and H&S such as asbestos would be beneficial.

If interested, please apply to Lisa@flossagency.co.uk quoting reference 12178 LR

​HR MANAGER
Tunbridge Wells
Competitive salary with great benefits
Permanent
HR MANAGER A successful and growing business have an exciting new opportunity for a HR Manager to join their team. This will suit someone with HR generalist and recruitment experience who likes to undertaking projects across various aspects of...

HR MANAGER

A successful and growing business have an exciting new opportunity for a HR Manager to join their team. This will suit someone with HR generalist and recruitment experience who likes to undertaking projects across various aspects of HR.

The role will involve:
• Deliver a comprehensive HR service to the business
• Talent and succession planning
• Recruitment activity and campaigns
• Employee relations (including managing absence, disciplinary procedures, grievances and sickness)
• Implementing the training and development
• Company policies and procedures
• New starter preparation

The right person will have:
• Experience within HR Management role
• Superb communication honed in business partnering / advisory roles
• Experience of dealing with senior individuals
• Confident advising managers on all aspects of people management and development
• Understanding of employment law
• Professional and commercial approach to HR
• CIPD qualified
• Knowledge of psychometric testing is beneficial


There is a possibility this contract role could be extended.

The company offer excellent benefits and outstanding work environment, please apply now or speak to Lisa at Floss for more information

IT MANAGER
Tunbridge Wells
Good salary and company benefits
Permanent
IT ManagerOur client has a new opportunity for a hands-on IT Manager to join their team.Working closely with the Head of Technology you will problem solve IT issues, ensuring business continuity and be able to...

IT Manager

Our client has a new opportunity for a hands-on IT Manager to join their team.

Working closely with the Head of Technology you will problem solve IT issues, ensuring business continuity and be able to strategically recommend new technical solutions to the business.

Responsible for IT support you will take both technical and managerial ownership, including the day to day running, providing support service to staff, ensuring smooth running of phone systems as well as managing a 3rd party help desk function.

The right person must have expert knowledge across Office365, be driven, proactive, methodical, able to support and resolve issues and interact with people at all levels.

Experience working with 3rd party suppliers is necessary.

This will suit someone looking for the next step in their career.

Competitive salary and great benefits available.


If interested, please contact Lisa@flossagency.co.uk

Leisure Operations Manager
Tunbridge Wells
Good salary and company benefits
Permanent
Leisure Operations ManagerSuccessful leisure travel business is looking for an Operations Manager, who is commercially driven, with proven track record managing a Sales and After Sales team. An expert in travel with...
Leisure Operations Manager

Successful leisure travel business is looking for an Operations Manager, who is commercially driven, with proven track record managing a Sales and After Sales team. An expert in travel with strong destination knowledge, you will be responsible for overseeing the day-to-day running of a department, to drive sales and uphold excellent customer service. The right person will have at least 3 years’ experience in the travel industry, be organised, have good written and verbal communication skills, ability to problem solve and multi-task coupled with a hands-on approach to sell and meet targets. GDS experience would be beneficial.

Key Accountabilities:

- Fully manage, develop and support the Sales and After Sales teams
- Manage the daily allocation of enquiries and pipeline monitoring
- Coordination and delivery of all training ensuring knowledge and role growth team.
- Measure, review and communicate individual sales performance and motivate team to perform consistently and reach targets set
- Streamline workflows across the Sales and Admin departments, working with technology team to ensure systems drive sales and reduce duplication
- Proofread quotes, add value and uphold our brand guidelines
- Manage customer service queries, recognition and complaints proactively
- Carry out regular reporting and analysis of data
- Manage and take part in an out of hours call rota
- Occasional weekend/evening work may be required on a fair rota basis

The company offers a competitive salary, great benefits and work environment.

If interested please email lisa@flossagency.co.uk, quoting reference 21204LR.

Bar Staff Needed!
Tunbridge Wells
9.00 per hour
Temporary
Experienced Bar Staff required for weekend evenings in the Tunbridge Wells area. Serving drinks in a busy bar, taking payments and keeping the bar area tidy. Good customer service skills important.

Experienced Bar Staff required for weekend evenings in the Tunbridge Wells area.

Serving drinks in a busy bar, taking payments and keeping the bar area tidy.

Good customer service skills important.

Temporary - Executive Assistant - January 2020 start!
Tunbridge Wells
£12-13 p.h.
Temporary
Temporary - Executive Assistant - January 2020 start! This is an exciting opportunity to join a fast paced team as an Executive Assistant. The role is working for a leading organisation in Tunbridge Wells. Role...

Temporary - Executive Assistant - January 2020 start!

This is an exciting opportunity to join a fast paced team as an Executive Assistant. The role is working for a leading organisation in Tunbridge Wells.

Role involves:
- Supporting Directors
- Project Management
- PowerPoint Presentations creation and editing
- Drafting letters, creating Excel document and proof reading
- Google doc set up and management
- Set up for conference call and meetings
- Office management
- Diary Management
- Action and manage tasks
- Personal support

The ideal candidate will have the following:
- Relevant PA or commercial experience and ability to work in a fast paced environment
- Well presented with a professional and proactive approach
- Excellent communication and organisation skills
- Being available to do international travel, either once or twice a year
- Strong skills across Microsoft Teams, PowerPoint, Word, Excel, and google docs
- Keen eye for detail
- Driver with a car is essential

Hours of work - Monday to Friday 0900 to 1800.

Please apply ASAP

Head of Insurance Operations
Croydon
50-55K PA + Annual Bonus from 7-10K PA
Permanent
Objective of the Role To manage, co-ordinate and develop the activity within Insurance Operations (sales, claims & recoveries and customer service departments). To ensure that all performance targets and KPI’s are...

Objective of the Role

To manage, co-ordinate and develop the activity within Insurance Operations (sales, claims & recoveries and customer service departments). To ensure that all performance targets and KPI’s are consistently met and that the quality and efficiency of service delivery is managed and developed to meet and exceed the needs of the business. To manage and control all the relevant processes and associated activity, ensuring the achievement of business objectives.

Hours
Hours – 35 hours per week. These hours will vary in line with business needs and flexibility is required.

You will be responsible for the following:

Operational and strategic management
Communitcation
Planning
Quality
Budgetary Control
Training & Development
Client liaison
Regulatory
Reporting
Health & Safety
Projects

Essential
A minimum of 4 years management experience at a senior level within a contact centre or customer service environment
Proven people management and development skills
Experience of performance management
Proven experience of managing multiple teams
Excellent analytical skills
Hands on experience of delivering service improvement.
Able to demonstrate delivery of results
Problem solving skills
Demonstrable proven experience of management/process improvement which has led to positive financial benefit to the business

Desirable
Insurance Industry experience
Specific LOB Industry experience
Financial Services background
Experience of regulatory and FCA requirements
Detailed understanding of ICOB rules
Report writing experience
Contact management system experience
Personal Lines Insurance experience

Customer Service Co-ordinator
Croydon
21,600K PA + 1.5K Annual Bonus + Bens.
Permanent
Working in a team environment you will be responsible for managing incoming and outgoing calls to customersDealing with customer queries and concerns and overcoming objectionsTo look at opportunities to upgrade customers level of...

Working in a team environment you will be responsible for managing incoming and outgoing calls to customers
Dealing with customer queries and concerns and overcoming objections
To look at opportunities to upgrade customers level of cover
Handling incoming calls in a polite and efficient manner and capture client data
Update the customer database accurately and check customer records
Respond to incoming correspondence and carry out administrational tasks
Using Word / Excel / Outlook

Hours of work – Monday to Friday between the hours of 0800 to 1800 on a shift pattern
Working 35 hours per week. There will be the requirement to work some Saturday mornings between 0900 to 1300.

We are ideally looking for someone who has worked in a sales environment i:e. (telesales or retail sales). Excellent customer care and strong communication skills are essential.

Invoice Processing Manager
Croydon
35K-37K + Annual bonus up to 3K
Permanent
To lead, motivate and develop your department while managing the daily workloads and actively. Provide support and guidance to the team while developing good working relationships with other Business Units. Ensure all tasks are carried out...

To lead, motivate and develop your department while managing the daily workloads and actively.
Provide support and guidance to the team while developing good working relationships with other Business Units.
Ensure all tasks are carried out effectively and professionally whilst adhering to departmental procedures and targets.
Assist the Head of Operations Support with projects.

Hours
Thirty-five hours per week, Monday to Friday between 9am and 5pm. Due to the nature of this role, hours may vary in line with business needs.

Main Duties
Monitor processing volumes and maintain forecasting models to ensure staffing levels are correct.
Manage performance by motivating employees and monitoring adherence to their objectives.
Coordinate recruitment and on-boarding of new employees as and when required.
Review the performance of the team members, identifying training needs and planning training sessions.
Complete skill and knowledge needs assessments, performance reviews and cost/benefit analyses.
Coach, motivate and retain employees. Perform routine QA’s to improve quality, minimise errors and track operative performance.
Coordinate bonus, reward and incentive schemes. Set and meet targets around real time performance of the department, productivity, efficiency and quality.
Ensure all relevant communications and data are updated and recorded.
Communicate company vision, mission strategy and goals so every employee understands his or her role.
Produce daily, weekly and monthly MI for the team relating to work and volumes within the specified timescales.
Review and update procedures and ensure task are carried out with them.
To liaise and work closely with key stakeholders around the business to gather information and resolve issues.
Collate regular statistics for month end reports.
Provide acurate and timely analysis for the management as requested.

Skills & Experience

Interested candidates will have excellent people management experience along with strong analytical and strategic skills. The focus of the role is on processess and streamlining departmental functions.

This is not an accounts position.

Warehouse Manager
Croydon
Excellent salary and benefits
Permanent
Urban Streetwear Brand is looking for an experienced Warehouse Manager for the expansion of their warehouse operations.The right person will be organised, have strong planning and communication skills, able to...

Urban Streetwear Brand is looking for an experienced Warehouse Manager for the expansion of their warehouse operations.

The right person will be organised, have strong planning and communication skills, able to manage heavy workloads within a fast paced environment and be passionate about problem solving.

You must understand warehouse expansion procedures and have proven experience as a Warehouse Manager for a fashion brand, being able to build good relationships with logistics partners and couriers too.

This is an exciting time to join a growing company with the opportunity to make your mark and have autonomy to build a team and implement new processes and procedures.

Key responsibilities:

  • Responsible for the layout and storage of the warehouse
  • Oversee and manage entire end to end warehouse processes
  • Lead daily / weekly meetings with warehouse staff and management
  • Create and update a new warehouse management system
  • Train and develop warehouse staff members
  • Compile weekly staff rotas
  • Plan out business objectives & targets
  • Manage returns
  • Ensure Health & Safety procedures are adhered to
  • Regular stock take and inventory checks


If interested please email Lisa@flossagency.co.uk, quoting reference 21212LR.

Retail Supervisor
Tunbridge Wells
£9.25 per hour
Permanent
This is great opportunity to join a friendly, customer focused business as part of their management team! Your Accountabilities • Responsible for the day to day smooth running of the store and ensuring all staff fully co-operate to...

This is great opportunity to join a friendly, customer focused business as part of their management team!

Your Accountabilities
• Responsible for the day to day smooth running of the store and ensuring all staff fully co-operate to ensure the store is efficient and effective.
• Follow the daily store procedures and ensure other staff members do the same in an effective and efficient way.
• Gain a thorough understanding and knowledge of the full range of products and services in store in order to be able deal with customers to the highest standard
• Motivate & coach the team to deliver individual and store targets, including average transaction value and add on sales
• Performance management of staff – lateness, absence, poor work rate, poor service
• Stock management including promotions and on-shelf availability
• Ensure correct pricing of products and stock rotation including the removal from sale of any goods exceeding the use by date and inventory checking in compliance with company procedures.
• Provide highest possible standard of customer service and dealing with customers
• Work with the management team to guarantee staff availability on the shop floor through coordinating your team's rotas and attendance and to achieve consistently high standards
• Strong understanding of stock control ie ordering goods, dealing with suppliers and deliveries and banking monies and ability to follow company procedures
• Ensure the maintenance of high standards of hygiene, cleanliness and safety throughout the store.
• Bringing ideas and suggestions to the management team to find proactive ways to increase sales and store efficiency, as well as recommending new lines and products
• Social marketing, visual merchandising and promoting the store within the community
• Assisting with set up and promoting events and product promotions
• Setting sales targets with your team, up-selling & cross promotion to contribute to the profit of your shop

About you - skills

• You will be experienced within a customer focused environment and have held a similar senior role.
• You must be a hands-on supervisor and used to working at pace in a fast moving, changing environment.
• Organised & practically minded, be able to roll your sleeves up and get stuck in.
• Experienced in cashing up and opening or closing a retail outlet and lone trading.
• A passion for customer service and product means you lead by example to set the bar for your team.
• Excellent staff supervision and experience at motivating and leading a team
• Reliable, flexible and consistent
• Good computer skills

30 to 35 hours per week and shifts will be at core opening hours. Weekend and bank holiday will be required on regular rotation. It is essential that the successful candidate is flexible to work within these hours

Quality Auditor
Croydon
24,500K PA + 1K
Permanent
To continuously monitor and measure the quality of Operations calls and files, providing feedback, and coaching where required. To mitigate both volume and content of complaints through the effective identification of issues impacting the quality of...

To continuously monitor and measure the quality of Operations calls and files, providing feedback, and coaching where required. To mitigate both volume and content of complaints through the effective identification of issues impacting the quality of the customer experience. To support a customer centric service in Operations, which delivers outstanding customer experiences each and every day.

Hours
This position is based on a 35 hour week. However, the hours may vary in line with business needs.

Call Monitoring and File Reviews
Ensure calls are monitored and files are reviewed to highlight issues in order to improve the delivery of consistent levels of Quality service across all operational teams
Be responsible for retrospective/remote weekly call and file auditing.
Conduct ‘end-to-end’ file assessments to ensure we are focused on the entire customer journey.
Provide intensive feedback for all new co-ordinator staff over and above the Business as Usual audit requirement.
Conduct feedback meetings with the individual members of the Co-ordinator team in liaison with the relevant Team Manager.
Liaise with Team Managers in providing appropriate bespoke co-ordinator coaching on call handling/ file quality.
Utilise the appropriate resource to ensure individuals receive the relevant training or additional assistance to meet the business need.
Provide QA data upon request.

Essential:
Well presented and in-line with working within a corporate environment
Education/Training/qualifications

Essential:
Educated to GCSE Level or equivalent
Desirable:
Educated to A'Level standard or equivalent
Certificate / diploma in customer service or related area

Specialist Skills & Knowledge
Essential:
Evidence of experience within the following areas:
Appraisal of customer service calls preferably via some form of auditing
Customer Service experience
Facilitating business change
Intermediate knowledge of Excel
Ability to interpret and analyse data and identify trends
Ability to describe and understand the difference between good and outstanding customer service
Proven experience of working to and exceeding results driven deadlines
Proven ability to deal effectively with complaint investigation and providing positive solutions
Desirable:
A period of sustained experience within a people management role

Part-time Call Handler (Weekends)
Tunbridge Wells
£8.25 per hour
Part-time
This is an excellent opportunity for an individual looking for part-time weekend work on an ongoing temporary basis. The role will involve logging incoming assistance calls onto the computer which are then picked up by an operative. ...

This is an excellent opportunity for an individual looking for part-time weekend work on an ongoing temporary basis.

The role will involve logging incoming assistance calls onto the computer which are then picked up by an operative.

Candidates will need to have a professional phone manner with good communication skills. Accurate keyboard skill are essential.

This position is working every Sunday from 1600 to 2200 plus alternate Saturdays from 1600 to 2200.

This could become a permanent role for the right candidate with the opportunity to work from home!

Admin Assistant
Edenbridge, Kent.
c£16,000 - £20,000 DOE
Permanent
Administration Assistant Great opportunity for Administration Assistant to join a construction, refurbishment and maintenance business. Reporting to the Senior Operations Administrator, the main responsibilities...

Administration Assistant

Great opportunity for Administration Assistant to join a construction, refurbishment and maintenance business.

Reporting to the Senior Operations Administrator, the main responsibilities of the role will be to provide support with all aspects of general office duties, accounts and administration.

Task include:

  • Telephone answering and reception duties
  • Opening/filing/scanning/sorting post
  • General office/team assistance
  • Accounts/admin mailbox
  • Scanning/processing invoices
  • Processing/creating purchase orders
  • Maintaining office supplies and stationery
  • Replenishment of refreshments and cleaning supplies

Requirements:

  • Some experience in administration/office role
  • Confident communicator, with a professional telephone manner
  • Strong IT and Microsoft Office skills.
  • Very organised with the ability to use initiative and get on with work when required
  • Friendly, personable and outgoing attitude
  • Self-motivated, positive and eager to learn
  • Local to Edenbridge

Experience:

  • Administrative assistant: 1 year (Preferred)
  • Education: GCSEs or equivalent (Preferred)


Hours: Monday to Friday 8:00-17:00

If interested please email your CV to Lisa@flossagency.co.uk

Copywriting Executive
Croydon
27K PA plus up to 2.5K Annual Bonus
Permanent
Main Purpose of the Role To write copy for all channels of communication that helps to inform and educate customers, leading to higher engagement and return visitors to the company website. As well for B partners in a B2B context....

Main Purpose of the Role
To write copy for all channels of communication that helps to inform and educate customers, leading to higher engagement and return visitors to the company website. As well for B partners in a B2B context.
Hours

Monday to Friday: 09:00 to 17:00 (35 hours per week). However, due to the nature of this role hours may vary in line with business needs.

Copywriting
Translating internal briefs into compelling copy/ content
Work with colleagues to ensure all copy & content is on-brand & TOV for B partner clients and for the company and partner brands, meeting compliance requirements, yet remaining consumer centric.
Create new consumer language underpinned by the company brand promise.
Liaising with stakeholders (internal & external) for copy sign off after proof reading.

Content Creation
Creating and executing external content such as videos, newsletters, imagery, white papers etc. To be used across multiple channels.
Helping to create content for internal documents such as training and marketing materials for the sales team.
Create short and impactful headlines and copy for social and other marketing channels.
Working with creative teams developing marketing campaigns and assets.

Tracking & Managing Content
Be the brand ambassador for consistency of messaging across multiple channels and platforms.
Track and measure copy & content performance. Help to refine and adapt as appropriate, using a test and learn approach to make recommendations for future activity.

Marketing Community Liaison
Build relationships so that we are liaising at an appropriate level within the
community regarding new content, copy and best practises.
Utilising Content Repository when relevant.
Work with the broader marketing team, including product documentation, Creative, PR, digital to deliver engaging copy & content to tight deadlines.

General
To manage or assist with relevant ad-hoc projects as required by your line manager and other additional duties as requested.
Complete all appropriate administration, including monthly reports.
Pro-active communication within the team and wider business
Ensure own business area runs efficiently:
Within budget
Project deadlines are met

Desirable:
Experience working within financial services sector including insurance
Degree in English, Communications, Marketing or Creative Writing preferred

FACILITIES MANAGER
Croydon
45K-47K PA plus Annual Bonus of 2.5K
Permanent
To manage, control and develop the activities of the Facilities team and department to ensure that the quality and standard of service required by the Company are fully realised, and that all procedures are adhered to.Hours35 hours per...

To manage, control and develop the activities of the Facilities team and department to ensure that the quality and standard of service required by the Company are fully realised, and that all procedures are adhered to.

Hours

35 hours per week. However, due to the nature of this role hours may vary in line with the needs of the business.

Areas of Responsibility
Building Services
Reception
Hospitality
Security
Cleaning Services
General Maintenance
Storage
Vending Equipment
Post Room
Fire, Health & Safety

Building Services

In conjunction with surveyors and/or external contractors, to ensure that the company premises are of a standard as expected by the Company and in line with the terms of any lease agreement.
Maintain a rolling three year Scheduled Maintenance Plan ensuring the most cost efficient methods are attained
Maintain a rolling three year Building Refurbishment Plan ensuring the most cost efficient methods are attained
To be responsible for and take the lead in any Tender exercise relating to building works, maintenance contracts and pass any recommendations to the Executive Board for consideration.
Managing contractors and outsourced services in line with pre-agreed SLAs and KPIs as appropriate.
To advise and contribute to rent reviews as required.

Office Services

Procurement of office equipment (excluding IT), furniture and mobile phones whilst maintaining and keeping an up to date Fixed Asset Register of all appropriate items.
Procurement of office stationary and management of relevant suppliers.
To manage repair & maintenance contracts for office equipment (excluding IT products)
Managing costs relating to the maintenance & upkeep of buildings, fixtures and fittings and all items routinely purchased by the department.
Liaising with key employees to assess the most appropriate method of supporting their function.
Planning and co-ordination of office moves within the company premises in conjunction with required internal and external additional functions, such as IT and removal firms.
Management of all archive and storage requirements.
Post Room

General Maintenance

Handling issues/problems/maintenance for hard services and utilities
Ensuring that general small repair works are prioritised for the in-house maintenance team.
Ensuring that any works which fall outside of the capabilities of in-house maintenance team are outsourced appropriately.
Education/Training/Qualifications

Essential:

Educated to A Level standard or equivalent
NEBOSH certificate
Professional qualifications leading to full membership of BIFM or equivalent

Desirable:

Educated to degree level or equivalent

Essential

Evidence of working in a similar role within a customer service environment
Demonstrable people management experience leading a team to achieve KPIs and objectives
Risk management approach to functioning of office premises
Business continuity planning
Experience of space planning and project co-ordinator
Strong project management skills
Procurement of office equipment and supplies
Good presentation skills
Strong administration and organisational skills
Excellent written and spoken skills
A good working knowledge of MS Office applications

HR Assistant
Tunbridge Wells
Good salary and company benefits
Permanent
HR Assistant Full time 9am – 6pm Tunbridge Wells Our client a leading and pro-active company who are looking for a HR assistant to work closely...

HR Assistant

Full time 9am – 6pm

Tunbridge Wells

Our client a leading and pro-active company who are looking for a HR assistant to work closely with a HR manager and Head of HR.

The role has a lot of opportunity for training, development and growth within the company. The role would suit someone who has a recruitment or training background who has an interest in HR.

The role will involve:

  • Be a key point of contact representing HR for internal and external client base
  • Liaise with staff, applicants and recruitment agencies
  • Set up interviews and send appropriate information via email
  • Maintaining calendars of HR management team
  • Prepare contract and offer letter
  • Preparation of PowerPoint presentations
  • Analyse data and maintain HR metrics
  • Manage the PeopleHR system and maintain and run reports
  • Respond to reference requests
  • Set up new starter inductions - Develop and enhance the process to enable to progress to conduct this overtime
  • Ensure GDPR compliance
  • Support ISO co-ordination and Investors in People
  • Process invoices
  • Undertaking the payroll process monthly
  • General support – welcome guests, answer phones, clear up meeting rooms, meeting room set up with IT equipment, scanning, shredding
  • Own the PeopleHR system development project and undertake research as required

The right person will have 1- 2 years HR or Recruitment experience, be smart and professional and have great communication to represent the department well. Accurate working, numerical with strong IT skills (Microsoft Office, Google Suite) essential to navigating systems and creating document and reports coupled with willingness to understand HR processes and get the most out of a system.

If interested, please email your CV to lisa@flossagency.co.uk quoting reference 21221LR

Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.

HR Manager (Part-time)
Tunbridge Wells
Good salary and company benefits
Part-time
HR Manager Part-timeApprox 20 hours per week. A successful and growing business is looking for a part-time HR Manager to join their team. The...

HR Manager

Part-time

Approx 20 hours per week.

A successful and growing business is looking for a part-time HR Manager to join their team. The right person will be CIPD qualified and an experienced HR professional. You will have responsibility for working directly with a key area of the commercial business as well as support functions.

You must be able to work independently on the following areas:

  • Recruitment – scoping roles, writing job specs, working with agencies and hiring managers, designing recruitment process and structure, holding the interviews
  • Managing Employment Relations issues
  • Work with managers to ensure performance reviews undertaken – to be actively involved in this process
  • Providing sound advice to managers on people related issues – ensuring legal compliance – supporting managers
  • Training & development – ability to undertake skills analysis, identify learning solutions
  • Support to the Senior HR Manager as required
  • HR metrics and analytics
  • Use PeopleHR system and provide input to the ongoing project
  • Ownership around one or two projects that span across the business
  • Flexibility on visiting other locations occasionally, as required

The right person will have:

  • Experience within HR Management or Advisory role within a commercial environment
  • Excellent communication honed in business partnering / advisory roles
  • Experience of dealing with senior individuals
  • Confident advising managers on all aspects of people management and development
  • Understanding of employment law
  • Professional and commercial approach to HR
  • Knowledge of assessment tests and psychometric tests beneficial
  • CIPD qualified


If interested, please email your CV to lisa@flossagency.co.uk quoting reference 21220LR

Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.

Customer Service Advisers
Bromley
19K-22K PA + Annual Bonus + Bens
Permanent
We are looking for enthusiastic and talented Customer Service Advisers for a well-established, expanding organisation in the Bromley area. This will be an exciting opportunity to become part of a brand-new customer service department! The role is...

We are looking for enthusiastic and talented Customer Service Advisers for a well-established, expanding organisation in the Bromley area. This will be an exciting opportunity to become part of a brand-new customer service department! The role is varied and challenging and includes customer service support and some administration.

Main Duties:

The first point of contact for all customers over the phone
Providing advice and assistance to customers and business partners
Updating customer records accurately
Dealing with request for customer information and documentation
Responding to emails and correspondence
Processing customer payments
Updating spread sheets

Requirements:

Experience of dealing with customers over the phone
Previous experience within an office / call centre an advantage
Must enjoy being on the phone and helping people
A high level of numeracy and literacy is required
Accurate data entry skills and able to use MS Word and MS Excel
Excellent communication skills both written and spoken
Great attention to detail with good problem solving skills

Hours of work:

35 hours p.w Monday to Friday between the hours of 0830 to 1715 on a rota basis

Customer Service Team Leader
Bromley
25K-28K plus Annual Bonus + Benefits
Permanent
We are looking for an enthusiastic talented Team Leader to join the Customer Services Team who can champion a culture of professionalism and high standards of customer service. You will have experience of coaching and developing a team of Customer...

We are looking for an enthusiastic talented Team Leader to join the Customer Services Team who can champion a culture of professionalism and high standards of customer service. You will have experience of coaching and developing a team of Customer Services Administrators / Advisers, regularly providing feedback and carrying out one to one meetings. You will also review and update processes and procedures as well as support the Customer Services Manager with assigned project work.

Knowledge, skills and experience:

2 years’ customer service Team Leader experience within a corporate environment
Strong written and oral communication skills
Experience of motivating, coaching and developing a team
Good organisation skills and ability to prioritise to meet business deadlines
Wiilling to undertake further training and qualifications

Hours of Work

Monday to Friday 0830 to 1715 - over 35 hours per week