Contact Centre Agent

What it's like to work here

We provide the best possible working environment for you. We also pride ourselves on having an open and receptive work environment and a unique culture.

Melksham provides facilities for two central operations Holiday Cottage team and the Distribution Centre. The Holiday Cottages team own and manage over 400 Holiday Cottages, with approximately 50,000 guests holidaying with us each year, making us the largest individual owner of holiday homes in Britain. We run approximately 300 Working Holidays each year, providing a great opportunity for the Trust to engage with participants and bring the many areas of conservation and work within the Trust to life.

What you'll be doing

This role is accountable for answering queries directed to the Holidays Contact Centre by telephone, email, text and letter promoting good customer service. On top of making reservations, you’ll advise on availability and ensure the locations are ready for visitors. During their stay, you’ll resolve any problems that arise – all in all, guaranteeing visitors have a pleasant and enjoyable experience.

Please note the role is a Saturday role for 8 hours every Saturday.

Who we're looking for

You’re a friendly, approachable person with an excellent telephone manner along with experience of working in a sales based call centre or similar environment. You always go that extra mile for customers, and can deal with a range of people and problems in the most professional way. Ideally with some contact centre experience behind you, you can process credit card payments and have a good awareness of UK geography and IT systems.

KNOWLEDGE

• UK Geography

SKILLS

• Good communication skills over the telephone

• Good interpersonal skills

• Good customer services skills

• Able to deal with people at all levels

• Excellent team working skills

• Good attention to detail

• Ability to work as part of a team sharing learning and ideas

• PC literate in MS software packages to basic level

• Excellent communication skills – verbal and written

EXPERIENCE

• Proven experience in a customer contact centre

• Handling credit card payments

• Experience of working on customer reservation systems

The package

Looking after you

• Health cash plan – from as little as £2.81 per month for you and your dependents

• Pension contribution match up to 10%

• EAP and proactive Health and Wellbeing

• Discounted gym membership

Looking after your career

• Grow your career through professional training courses across the Trust

• Develop your skills with an internal secondment

• Pay review linked to values and behaviours, commitment to progression

• Income protection due to illness

Unique to Us

• Work in some of the most beautiful, iconic and unique locations in the UK

• Free entry to NT properties for you, a guest and your children (under 18)

• 20% off in our retail and catering outlets

• Discount up to 35% off a National Trust holiday cottage booking