3-5 years of experience
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Employment Type:
Part time
Job Category:
Customer Service
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Temporary Inbound Customer Service
Sitel | Newcastle, California
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Job Description


SITEL is a global telecommunications firm that works in partnership with big brand names, such as Virgin Media. Working in partnership with firms which pride themselves on delivering a premium service, SITEL provides first rate customer service and telecommunications solutions to further our client's customer service practice and ethos. With sites stretching from Canada to New Zealand and over 60,000 employees worldwide, SITEL provides a dynamic and supportive environment within which to work, develop and progress. Whether you would like to continue your career in a customer service focused operation, are interested in learning and development or have always seen yourself as a future IT professional, SITEL provides a career map through which the possibilities are refreshing and progressive.


Trust. Commitment. Reciprocity.

At Aimia we are inspired and guided by these three words. It is how we define who we are, what we do and what is important to us. We believe relationships are developed from transactions, conversations and interactions.

Aimia own and manage the largest loyalty programme in the UK, which is Nectar. Customers are at the heart of everything we do, say and think. Through our relationships we make business personal by aligning aspirations and personalizing individual experience to create long-term loyalty with our customers.

We're always on the lookout for passionate people who love a challenge. The defining quality that we look for is passion. You simply must love what you do, because we do.


Summary of Primary Job Responsibilities

Your role will be to handle multi-channel contacts from customers with queries associated with the Nectar Loyalty programme.  This includes voice; email; chat and social media responses.

Our customers expect a high level of customer service, this means when these are not met, you may be one of the first people to hear about it.  So it's essential, you're committed to understanding why a customer is dissatisfied and taking the right action to resolve their complaint.  You'll be required to deliver an exceptional level of service, provided at the first point of contact, taking ownership of our customer's query.

You will be dealing with all aspects of the Nectar programme ranging from general helpline queries; guidance for customers to log into their account online; and redemption related contacts.  You'll be responsible for maintaining and updating customer data into a variety of databases in accordance with AIMIA standards, therefore we require a high level of accuracy and ability to work across multiple systems is essential

Ad-hoc/occasional requirements may involve short term tactical outbound activity on behalf of our loyalty programme, as business demands.


What we would like you to have:

  • Educated to GSCE standard level - English level essential
  • Minimum 3 years customer service experience (essential)
  • Previous experience working in a team based environment (desirable)
  • Previous experience working in a call centre environment (desirable)
  • Exposure to all aspects of channel contacts and proven ability in written communications for chat and email
  • A solid level of numeracy and a genuine passion for high quality delivery.
  • Excellent relationship skills - both internal and external
  • A strong eye for detail
  • An ability to quickly ascertain customer needs and propose the most appropriate solution
  • A genuine passion for high quality delivery, particularly when working on multiple channel contacts.
  • Strong written and verbal communication skills
  • Flexibility is essential as all team members are striving towards the successful customer service standard deliverables


This role will suit you if:

  • You have a passion for delivering excellent customer service
  • Strong interpersonal skills and confidence are key, both for the positive service to our customers but also the enjoyable interactions with team colleagues
  • You have the ability to work as part of a team towards common goals
  • You have a highly organised approach to work, with excellent attention to detail
  • You are flexible as all team members are striving towards the successful delivery of excellent customer service and changes in customer behaviour dictates peaks and troughs throughout the working week and intra-day schedules
  • You are a true self motivator with a curious nature
  • You have a desire to delight our customers and take the initiative to resolve any conflicts, turning a negative experience into a positive
  • Excellent telephone, computer/keyboard, verbal and written communication skills
  • Exceptional numeric and verbal reasoning skills


What will you get in return?

  • 20 days holiday + statutory bank holidays
  • Excellent Career Opportunities & award winning training programmes
  • A fun working environment
  • Free NVQ's onsite
  • Reduced Gym Membership
  • Eye Care Vouchers
  • Pension schemes
  • Corporate discounts
  • Childcare Vouchers
  • Free Fruit Mondays
  • Q card - offers discounts for various companies including retail, travel & hospitality


About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)