01892 240 845

info@flossagency.co.uk

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Call Handler / Manager - Nights
Tunbridge Wells
£10-£11 per hour
Temporary to Permanent opportunity

Overview:

Working for a well established company in Tunbridge Wells, you will be required to ensure the smooth operation of a telephony and response service overnight.

Duties:

  • Supervising a...

Overview:

Working for a well established company in Tunbridge Wells, you will be required to ensure the smooth operation of a telephony and response service overnight.

Duties:

  • Supervising a small team of call handlers overnight
  • Supporting the team to ensure a high standard of work
  • Ensuring that all calls are answered promptly and in a courteous manner
  • Assist with the logging and management of incoming calls
  • Dealing with escalated customer queries
  • Maintaining client SLA's
  • Producing management reports

Experience / Skills:

  • Previous experience of call handling in a customer focused environment
  • Experience of supervising individuals / teams
  • Excellent communication and problem solving skills

Hours of Work:

2200 - 0800 - 4 nights on / 4 nights off (this will include weekends on a rota basis)

There is the opportunity for this role to become permanent.

Administrator
Uckfield
Competitive salary with flexible hours
Part-time

Administrator

Our client, an established and professional business is looking for an administrator to join their team on a part-time basis across 5 days.

Working within the Litigation Support Division this person will...

Administrator

Our client, an established and professional business is looking for an administrator to join their team on a part-time basis across 5 days.

Working within the Litigation Support Division this person will be responsible for all day to day administration duties.

Responsibilities include:

  • Liaising with clients and other professional bodies.
  • Arrange appointments and meetings as required and enter appointment into diary.
  • Dealing with all incoming instructions - Log instructions upon receipt, in the daily register, add to system and acknowledge instructions.
  • Audio typing of client’s personal injury statements, witness statements, typing emails letters, file note and invoices.
  • Chase up for appointments and return of signed statements.
  • Arrange overnight accommodation when necessary for field staff.
  • Prepare field staff diaries and allocate them with the relevant email files.
  • Filing and archiving.
  • All general administrator duties
  • Assist Division Manager.

The right person will be able to work well in a small team and on your own initiative and demonstrate excellent administration and telephone skills. You must be able to work well under pressure and must be proficient at audio typing.

If interested, please contact Lisa@flossagency.co.uk quoting reference 21240LR.

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

Customer Experience Manager
Bromley
Circa 27K PA + Company Bonus
Permanent

Do you have a passion for providing customer excellence and mentoring individuals?

If this is you, we have an excellent opportunity to join a successful customer led organisation in Bromley.

The aim of the role will be to support, coach and...

Do you have a passion for providing customer excellence and mentoring individuals?

If this is you, we have an excellent opportunity to join a successful customer led organisation in Bromley.

The aim of the role will be to support, coach and develop a team of customer service advisers who will be dealing with customer queries over the phone, via email and correspondence in a busy office environment.

The successful candidate will be experienced in mentoring and coaching individuals by providing regular feedback and ongoing training and support.

Other important duties will be to review and update processes and procedures in line with customer needs and client requirements.

If you have great coaching and mentoring skills then we would love to hear from you.

Full-time hours - Monday to Friday 0900 to 1730. (No evenings or weekends)

Excellent working conditions and company benefits.

Systems Administrator
Croydon
25K-30K + 2.5K Annual Bonus
Permanent

Finance Systems Administrator

To assist the Finance Systems manager (FSM) in all areas of the business. Primarily dealing with offering reactive support to users, this role will grow into receiving actions from on-going projects...

Finance Systems Administrator

To assist the Finance Systems manager (FSM) in all areas of the business. Primarily dealing with offering reactive support to users, this role will grow into receiving actions from on-going projects to pro-actively offering ideas on enhancements

Hours

Thirty-five hours per week. However, due to the nature of this role hours will vary in line with the needs of the business.

Main Tasks and Responsibilities

Initial point of contact for user support & administration

Maintenance of data model and accounting structure

Assist FSM in all business development projects

Annual leave cover for FSM

Assist in the investigation and replacement of inefficient practices

Maintenance of documentation

Monthly reporting of "World Pay" activity

Other

Effective management and utilisation of any external support resources, such as contractors or consultancy services.

You will also be responsible for the following:

Health & Safety

To ensure that your work area is kept safe and tidy at all times.

To abide by the Health & Safety Work Act 1974.

To immediately notify the Company Health & Safety officer or the CEO of any Health & Safety issues which may cause harm to fellow employees.

Training

To advise your Manager of any areas of work for which you require any additional training.

Quality Management System

To work as a member of a team within the quality system and follow all documented quality procedures and instructions.

Key Performance Areas

To work towards achieving 100% on all Company, departmental, team and individual key performance targets.

Appraisals

Participate and contribute towards individual annual appraisals, team meetings and regular one-to-one assessment sessions.

General

To manage or assist with relevant ad-hoc projects as required by FSM or Head of Planning & Controlling.

Complete all appropriate administration.

Carry out any other additional duties as requested by the FSM or Head of Planning & Controlling within the scope of your role.

Regulatory

To work within and be compliant at all times with all relevant regulations and

legislation applicable to the role.

Essential

  • Professional manner and appearance in line with working within AWP corporate environment
  • Integrity when dealing with sensitive and confidential financial information of the business and our clients
  • Knowledge of Agresso Systems Milestone 4 and above
  • Experience in Finance systems administration & development
  • Sound understanding of integrated accounting systems & operational / IT platforms
  • Attention to detail, self-motivated and driven
  • Methodical and analytical
  • Good communicator, proactive approach
  • Ability to work well with all areas of the business
  • Excellent self-organisation and ability to maintain focus on multitude of tasks
  • Ability to prioritise and manage workloads and meet strict reporting deadlines
  • Flexible and adaptable to changing priorities

Desirables

  • SAP knowledge
  • Knowledge of accounting principles and activities
Call Handler (Nights)
Tunbridge Wells
£8.21 per hour
Temporary to permanent

This is an excellent opportunity for an individual looking for part-time overnight work on a temporary to permanent basis.

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

This is an excellent opportunity for an individual looking for part-time overnight work on a temporary to permanent 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 communcation skills. Accurate keyboard skills are essential.

This position is working Saturday's 2200-0800 , Sunday's 2200-0800 and Monday's 2200-0800.

Travel Administrator
Tunbridge Wells
Competitive entry level salary
Permanent

Travel Administrator

Great opportunity for a Travel Administrator to join a friendly team within a travel business. You will provide an excellent customer service and assist with the processing of bookings and provide...

Travel Administrator

Great opportunity for a Travel Administrator to join a friendly team within a travel business. You will provide an excellent customer service and assist with the processing of bookings and provide administrative support to the Business Travel team. Our client will provide full training and have opportunities for the right person to progress within the business.


Responsibilities include:

  • Input bookings and customer details accurately on reservation system
  • Compile and send out documentation to clients
  • Process invoices on the travel systems and check payments
  • Assist with any enquires, responding to clients by email, letter and telephone
  • Assist with travel arrangements
  • Liaise with suppliers ensuring clear communication of client requirement’s

Requirements:

  • People skills with ability to provide excellent customer service
  • Team player
  • Excellent telephone manner
  • Strong verbal and written communication skills
  • Numeric ability
  • Experience using Microsoft office (Word, Excel and PowerPoint)
  • Highly organised with excellent attention to detail
  • Experience in dealing with customers and suppliers in a variety of situations beneficial
  • Ability to work on own initiative

This role will suit a college leaver looking to progress a career within the travel industry. A travel qualificationor experience within travel industry is beneficial.

If interested please contact Lisa@flossagency.co.uk quoting reference 21228LR.

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

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

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.

Quality Auditor - Contact Centre
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

Ecommerce Customer Service Manager
Croydon
Excellent salary and benefits
Permanent

Ecommerce Customer Service Manager

Urban Street Brand is looking for someone to support and develop our customer experience function, in partnership with the Head of Ecommerce. The successful individual will be a brand...

Ecommerce Customer Service Manager

Urban Street Brand is looking for someone to support and develop our customer experience function, in partnership with the Head of Ecommerce. The successful individual will be a brand ambassador for Ecommerce by providing personalised support to Urban Street Brand’s customers via all customer touch points including Phone, Email, Live Chat, Ratings & Reviews and Customer Surveys.

Responsibilities

  • Manage the day to day customer care function in all customer touch points including Phone, Email, Live Chat, Ratings & Reviews and Customer Surveys.
  • Build and manage a team of Customer Services Advisors.
  • Work with key stakeholders predominately, Ecommerce, Retail and warehouse teams to drive improvement and consistency across shopping, service and delivery experiences.
  • Drive the department sales targets via Phone, Email, Live Chat, and Online Surveys. Design and deliver team initiatives to improve performance and celebrate success.
  • Recommend, initiate and manage projects to surprise and delight all customers. Evaluate customer feedback and implement recommendations for continuous improvement.
  • Champion the needs of the customer across the business. Regularly test the engagement journeys and benchmark our service propositions against retail markets in line with new technical advancements.
  • Manage all customer facing policies and guidelines, including returns and T&C’s
  • Act as an escalation point for all customer complaints where required
  • Review customer feedback via Calls, Emails, Live Chat, Online Survey’s and Ratings & Reviews. Actively promote and manage the process of continuous improvement in customer service standards
  • Support the achievement of Sales Plan requirements utilising cross-selling and up-selling opportunities
  • Ensure prompt response to all customer enquiries, concerns and issues
  • Develop new initiatives to increase productivity, gain efficiencies and enhance customer retention and loyalty;
  • Respond and resolve queries and complaints within a defined timescale, ensure all responses meet the brand vision and values
  • Support in the development of an Omni Channel customer care approach through the development of systems, training and process enhancements
  • Manage refunds and exchanges that are directed to customer care for both Ecommerce and Retail
  • Partner with Retail stores where required to ensure customer queries are managed appropriately

Requirements:

  • 3 years or more Customer Care Experience for a retail fashion or streetwear company
  • Confidence and experience dealing with Ecommerce and retail customer queries / complaints
  • Strong experience in a customer services and sales environment, ideally for a fashion or streetwear Ecommerce Brand
  • A good people manager, with proven experience in managing a Customer Services Team
  • Highly personable, able to build strong relationships with customers, partners and colleagues
  • Flexible, resourceful and able to solve problems as they arise in a growing business
  • Experience in both inbound and outbound customer services, building customer loyalty within an Ecommerce environment

If interested please email lisa@flossagency.co.uk , quoting reference 21213LR.

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

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

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.