Location: Clevedon, Nr Bristol

Salary: £5.50 per hour (£11,500 per annum)

Hours of Work are Monday - Friday 09.00 - 17.00..

A bonus, paid quarterly is dependent on relevant performance criteria being met. This bonus is funded solely by the client and is non contractual.

The Client operates in 60 countries and sells its products in 180. It has 2400 employees and turnover is currently running at 3 billion.

The Consumers Services division of the client has been outsourced to iSky for five years, and we have seen quite a few changes over the years. At inception the service operated from one very small room with three members of staff. Over the years it has evolved to 13 team members. 11 CRA's (Customer Relationship Associates), One Team Leader and one Training & Quality Co-ordinator.

The Consumer Services team answer a diverse variation of calls, ranging from a broken dishwasher tablet to a personal injury claim. We are predominantly inbound with a very small outbound element; this is usually a follow-up call to an injury investigation. We also liaise with third party suppliers e.g. Retail outlets/Supermarkets. The team also answers queries on six brand products via e-mail, together with the daily postal delivery.

The objective of each consumer query is to try and resolve on line. The CRA will receive an inbound call, log all details on the system, and if required a letter will then be generated automatically, which will then be personalised for that consumer. This task is completed by the CRA on line. If a refund is required All correspondence is quality checked before dispatch.

Training is conducted over a period of 2/3 weeks, of which there are five different brand ranges.

On March 1st 2004 a new software application was set-up in the RB contact centre. This has given the team the flexibility to deal with an inbound telephone call, collate relevant correspondence, issue a refund cheque, and disptach to the consumer.

It is imperative that staff have a professional telephone manner, a good command of the English Language (Grammar, Spelling & Vocabulary), together with a fairly comprehensive PC understanding.

Please contact Sarah Harrison at CGA Personnel on 01275 874599