Contact Centre Agent - Home Based
Contact Centre Agent - Home Based
£28,250 per annum
Full Time, Permanent, 40 hours per week
Contact Centre Agent (Home-Based)
40 hours per week. Remote. £28,250 per annum.
Role Overview
As a Home-Based Contact Centre Agent, you will provide high-quality customer service by handling inbound customer enquiries across telephone and web chat channels. You will support customers whose enquiries have been escalated from an AI virtual assistant, ensuring issues are resolved efficiently and professionally. The role also involves completing administrative tasks, managing customer complaints, and liaising with park and venue teams to deliver the best possible customer experience.
This is a flexible working role based from home, working five days out of seven, with one weekend day (Saturday or Sunday) included in the weekly rota.
Key Responsibilities
- Handle inbound customer calls and web chat enquiries in a professional, friendly, and efficient manner.
- Assist customers whose enquiries have been transferred from the AI virtual assistant, resolving more complex or specialist issues.
- Investigate and respond to customer complaints in line with company policies and service standards.
- Complete a range of administrative tasks accurately and within agreed timescales including social media replies.
- Making outbound calls to guests, confirming payments due and paperwork needing to be completed.
- Liaise with park and venue staff to resolve customer enquiries, confirm bookings, or gather information when required.
- Maintain accurate customer records across internal systems.
- Deliver excellent customer service while meeting quality, productivity, and performance targets.
- Escalate complex or sensitive issues to the appropriate team member where necessary.
- Keep up to date with company products, services, policies, and operational updates.
- Work collaboratively with colleagues and support a positive team environment despite working remotely.
Working Pattern
- Home-based position.
- 40 hours per week
- Five working days out of seven
- One weekend day (Saturday or Sunday) is included each week. Cover may be required on both weekend days during team holidays.
- Flexibility to work a variety of shifts in line with business requirements.
Skills and Experience
- Previous experience in a contact centre or customer service environment.
- Excellent verbal and written communication skills.
- Highly desirable to have experience managing inbound, outbound and webchat simultaneously.
- Confident using multiple computer systems while speaking with customers.
- Strong problem-solving and complaint-handling abilities.
- High level of accuracy and attention to detail when completing administrative tasks.
- Ability to work independently from home while remaining engaged with the wider team.
- Excellent time management and organisational skills.
- Resilient, adaptable, and able to remain calm under pressure.
Key Competencies
- Customer focus
- Effective communication
- Problem solving
- Teamwork and collaboration
- Adaptability
- Accountability
- Attention to detail
- Professionalism
- Digital confidence