What does a Telephony Advisor do?

Telephony Advisor handles inbound and outbound customer calls, assisting with queries, providing information, and resolving issues related to products or services. They ensure excellent customer service through effective communication and problem-solving.

What qualifications are required for this role?

While formal qualifications aren't always required, strong communication skills, customer service experience, and familiarity with telephony systems or customer management software are highly valued. Basic computer skills are also essential.

What are the key responsibilities?

Key responsibilities include answering customer queries, troubleshooting issues, providing product or service information, processing orders or requests, and escalating complex issues to relevant departments when necessary.

What skills are essential for the role?

Essential skills include excellent verbal communication, active listening, problem-solving, empathy, and the ability to work in a fast-paced environment. Being tech-savvy and adaptable to new systems is also important.

Is this a full-time or part-time position?

Telephony Advisor roles can be both full-time and part-time, depending on the company's needs. Some roles may also offer flexible or remote working options.

Telephony Advisor

Job details

Pay

£22,000 a year

Job type

Full-time

Shift and schedule

No weekends
Monday to Friday

Location

16 John Dalton Street, Manchester

Benefits

Pulled from the full job description

Additional leave
Annual leave
Company pension
Employee discount
Enhanced maternity leave
Health & wellbeing programme

Full job description

Who We Are in a Nutshell

BES Group boasts of being one of the top end-to-end risk management solutions providers in the UK. We're committed to making certain that our customers' assets are both operationally compliant and legally, yet most importantly safe. And we do this through a group of outstanding people—that's it.

This is offered as a fixed-term contract for maternity leave of 6-9 months.

What Will You Be Doing?

As a Telephony Advisor at BES Group you will be booking and controlling engineer site visits using our in-house software. Your work will play a critical part in ensuring engineers are on site at the right time, to produce the best inspections.

Key Responsibilities

Demonstrate outstanding customer service by making contact with customers to take bookings

Confirm appointments for inspections via inbound and outbound calls

Input accurate data into our system, ensuring a smooth and efficient schedule for engineers

Collaborates with a larger team as a member of the service delivery team to prioritize and schedule urgent inspections

A key point of contact in helping to minimize the time engineers travel, using competent problem-solving skills in scheduling

Works independently with personal workload management but tight deadlines.

Accomplishes a first-class service level while keeping productivity targets associated with inspection bookings and telephony SLAs.

What's In It For You?

£22,000 salary

Up to 10% pension contribution

2x life cover

Enhanced maternity/adoption leave

Annual salary review.

25 days annual leave plus 8 bank holidays

A day off on your birthday every year

Holiday buy and sell scheme

Employee discount and savings portal

Health and wellbeing support through our Employee Assistance Programme

Company-wide volunteering opportunities

Support if you want to raise money for your favourite charity

Be Yourself at BES Group

We believe in diversity, equality, and inclusion, and our commitment to these values remains permanent. For us, the very important thing is those who have joined us and make our team a treasure house of fine human beings. We want you to feel relaxed to be yourself at work at BES Group.

We're also a proud Real Living Wage employer and have committed to supporting our armed forces community through the Armed Forces Covenant.

What We're Looking For:

Good communication skills

Excellent attention to detail

Team player with great customer service skills

IT literate with good organizational skills

Good telephone skills

Desirable experience working in a customer contact center

To work to targets and manage high call volumes

Desirable customer service experience

Reliability and honesty—if you say you'll do something, we trust that you will

Go for It!

While we would love it if some candidates had the perfect resume for their dream jobs, the truth is that many candidates wait to apply for a role unless they meet every need. If you feel that you could make a difference in this role, even if you don't meet all the criteria, we encourage you to apply—you may be just the person we're looking for.

For all the positions, applications are accepted just by clicking "Apply" with no additional documents; just provide the basic contact information and a CV or LinkedIn profile. Note that any candidates selected will need to undergo relevant background checks as part of the overall recruitment process.

FAQ

Telephony Advisor

Telephony Advisor

Job details