Call Analyst - Call Centre (Permanent)

Randstad is working with a reputable and growing building maintenance and engineering type business based in the Romford area who are looking for a Call Analyst to work within their Call Centre. Someone from a Call Centre / Contact Centre type background would be ideal.

** Due to the location of the Call Centre, candidates need to have their own form of transport.

Salary: £18,000 per annum
Hours: 35 hour working week - shifts, flexibility required. Shifts can be 12pm-8pm / 8am-4pm / 9am-5pm.

The main purpose of the Call Analyst role is to be the first and front-line response to all incoming queries and requests made by clients, residents and customers. You will effectively answer inbound phone calls, respond professionally to emails and work closely with the back-office administration teams to ensure that all queries are resolved as prompt and efficiently as possible.

Other duties and responsibilities will include:

- Record all activity from inbound phone calls/emails within the in-house system
- Ensure customer/resident details are up to date and relevant within the in-house system; including checking post codes, contact numbers and resident names
- Provide the first contact support for all queries from customers, clients and tenants via phone, email, text and post
- Review impact and prioritisation of issues and escalate major issues to the relevant Contract Management team

Skills and experience required for the call centre role:

- Proven experience working in a similar Call Centre / Contact Centre type role
- Experience of dealing with high volume inbound calls
- Excellent communication skills both verbally and written
- Ability to work to deadlines and targets






Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.