ECAS Operator

ECAS Operator

Function: Customer Service Unit: Business Location: AthLumney, Navan, Ireland Salary: Competitive wages and excellent benefits Closing Date: 6th December Why this job matters Our purpose is to use the power of communication to make a better world. For each other, for our customers/callers, for society and our communities. The ECAS Purpose: To assist and support all activities across the ECAS Management Team and deliver an efficient and effective customer experience. Provide a high quality, equal access 999/112 service. What I will Be Doing - My Accountabilities

• Responsible for delivering a high-quality service to our Customers using a variety of contact methods, first time, every time.
• Ownership and delivery of KPI targets.
• Follow all processes and procedures to ensure accuracy of all information.
• Remaining focused when handling calls to ensure the correct script is followed for each relevant call type – particularly when the call type is changing quickly and frequently.
• Acknowledge the customer and be courteous in all correspondence, displaying empathy where appropriate, and managing the contact professionally in both pace and tone.
• To handle and take ownership of customer enquiries, to identify and understand when there is a need to escalate.
• Positively welcome coaching and feedback as an opportunity to improve personal and business performance contributing to a culture of continuous improvement.
• Liaise with other departments to provide flawless delivery.
• Help others to be successful by sharing best practice.
• Be an ambassador for BT and a role model that supports the business.
• Use initiative to ensure delivery of quality and required performance standards.
• Inform Caller/ Emergency Service of all relevant information.
• Be adaptable and comfortable with an ever-changing environment, ensuring that all briefings are read and understood, seeking support if anything is unclear.

Skills Required For this role:

• Focus on screens throughout all calls and follow instructions as appropriate.
• Remain calm and focused to ensure customer/caller requests are dealt with effectively and efficiently.
• Strictly adhere to all relevant procedures.
• Listen carefully to the expectations of the customer/caller and deliver within the current remit of the service solution.
• Irish speaking of scripts will be required. You must complete a short course in Irish language call handling during the role. Training will be supplied at BT ECAS.
• Ensure all regulatory obligations are complied with, where appropriate.
• Ensure information given is accurate.
• Quick and accurate typing.
• Each stage of training is assessed and must be passed to progress.

Benefits BT Ireland has recently received accreditation as a “Healthy Place to Work” by the Healthy Place to Work Institute. We are committed to providing great rewards to the people who drive our success. This is why we go out of our way to offer all our employees a range of benefits that reflect the full value of their skills, experience, and qualifications.

• 6% employer contribution to the BT Ireland Pension Scheme to plan for your future financial health.
• Healthcare cover for you to plan for your future health whilst participating in our wellness programme with a calendar of activities.
• Life Assurance from 1st day of employment (4 times basic salary).
• Permanent Health Insurance cover (income continuance).
• 25 days of holiday entitlement, and the opportunity to buy up to five more days every year.
• There’s also great support for working parents including pay whilst on maternity, adoptive, and paternity leave.
• Free broadband if our service is available at your address.
• Opportunity to buy BT shares, and share in our future success with tax-advantaged employee saving plans.
• Opportunity to take time off for volunteering, and we’ll help with your fundraising too.
• Subsidised sports and social club.

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us. #J-18808-Ljbffr