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Default 25-06-2014, 04:31 PM

I've applied for this job. If anyone could be bothered reading it, could anyone tell me if this is worthwhile. For me the important part is highlighted in bold, what exactly should I expect this to be?


HM Revenue & Customs - Belfast

Senior Customer Service Representative (Case Worker)*

Reports to: Team Leader*

Location : Belfast*

Client: HM Revenue & Customs*

Background to role*

The role is to provide excellent, efficient and great quality service whilst exceeding the customer’s expectations. You will work as part of the team, handling escalated case reviews on behalf of a cross sector of government agencies via multi channels. You will be required to work on your own initiative and use sound judgement to make decisions on customers’ accounts.

*Senior Case Workers will be responsible for;*

· Provide support to team members, taking escalated cases and calls.*
· Resolves escalations in an efficient and professional manner.*
· Making direct contact with customers by telephone and letter & Carrying out relevant security checks relating to the customer and maintain customer confidentiality*
· Maintaining confidentiality in line with the data protection act*
· Where relevant identify and record accurately the main points of any complaints, escalating if appropriate.*
· Collect and review data and information from all sources such as departmental guidance, the customer, Frontline case worker’s, managers, technical support manager and teams to provide an outcome on escalated cases*
· Provide accurate, relevant information to resolve the customer’s contact.*
· Update customer records accurately and other relevant electronic records and systems.*
· Undertake follow up action: making return calls to customers or make appropriate referrals to other appropriate business units to ensure the customer enquiry is fully dealt with.*
· Act as a subject matter expert by continually imparting knowledge, educating agents and testing their understanding*
· Ensure that working practices and procedures comply with SLA and liaise with management to identify and communicate areas for improvement*
· Adhere to all regulatory requirements

*Essential Criteria:*

Fluent in written and spoken English*

Customer Focus : Minimum of 1 year customer service experience, including minimum of 6 months contact centre experience*

Specialist Expertise: Computer literacy skillsWorking with Others: Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale and experience in delivering practical solutions

Planning & Organising: Ability to multitask on various contact channels to achieve personal and team targets. Plans and prioritises workload in accordance with contact volumes

Resilience: Demonstrates resilience and ability to work on own initiative

Problem Solving: Demonstrates problem solving and shares best practice with the overall customer experience

Demonstrates a well developed sense of urgency and follow through

Responsibility for Results: Demonstrates ownership and accountability to achieve deadlines and targets*

Effective Communication - Conveys information concisely and effectively. Excellent communication skills both verbal and written .


· High school diploma, bachelor’s degree or equivalent*
· 2-3 years customer service experience*

Please note that any offer of employment will be subject to full employment and criminal record checks by associated 3rd parties and our client.*
40 Hours per week*
RELOCATION PACKAGE (If applicable): §*
Reimbursement of travel costs (up to £250) §*
Accommodation provided on arrival in Belfast city centre hotel §*
Relocation class on first day at Concentrix §*
Ongoing relocation support*

BENEFITS*Stakeholder Pension Scheme*

Quarterly Performance Related pay*

Large range of employee discounts*

Bi annual reward and recognition schemes*

Buns and fruit on a Friday!*


I've been told no experience is required despite what it says above. I'm waiting on a further phonecall to see if I've made it to the next stage.

I would be starting September 1st ( which is a slight bummer as I have an exam in the 18th)

If it doesn't evolve me it doesn't involve me
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Phenom's Avatar
Default 25-06-2014, 04:37 PM

Originally Posted by HM Revenue & Customs - Belfast View Post
Buns and fruit on a Friday!*
It's worthwhile.
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The Following 2 Users Say Thank You to Phenom For This Useful Post:
dan300 (25-06-2014), markuk (25-06-2014)
Default 25-06-2014, 07:52 PM

Is this comission based?

Are you doing this full or part time? What is it you do at the moment?
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dan300's Avatar
Default 25-06-2014, 07:58 PM

Fucking fuckwits are full of shit...

"We regret to inform you that you do not meet the required criteria for the role"

That's despite their fuckwit promotion people in the street yesterday telling me I didn't need experience or anything.

The same happened last week with another company. They all need to sort their lives out.

I'm an unemployed student. I'm not going to grab any old job, but if a decent one comes along I'll try for it.

If it doesn't evolve me it doesn't involve me
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