Virtual Personal Assistant (NIGHTS)
Location
Datchet / Office Based
Hours & Working pattern
Shift – 4 on 4 off – rotational shift pattern
Hours – 31.5 per week
Salary – £18,788 – £20,650 dependant on experience
OR
Shift – 4 on 4 off – rotational shift pattern
Hours – 37.5 per week (12hr shift)
Salary – £21,938 – £24,155 dependant on experience
Department
Switchboard
What will you be doing?
The purpose of the role is to greet and navigate inbound calls in a ‘virtual switchboard’ environment in a polite, professional, friendly and articulate manner. You will be expected to deliver service excellence in all areas of the role and work in a close-knit high performance culture servicing some highly prestigious clientele.
This role is also heavily focused on administration work to ensure our clients operate at maximum efficiency– tasks include; data entry, data cleansing, imports and additional project work.
This role requires the Virtual Personal Assistant to conduct themselves in accordance with the company’s 4P’s values (Politeness, Professionalism, Personality and Proficiency) at all times to internal and external stakeholders.
Your main responsibilities
- Answer all calls, with politeness, proficiency, personality and professionalism, at all times.
- Able to complete all imports with assistance for advanced ones where required.
- Answer all calls presented to you within the time limits (SLA) set for the call and handle according to the requirements of the customer.
- Continually achieving a high QMS score escalating potential issues as and when they arise.
- Understands BCP processes internal/external and points of contact.
- Respond to all inbound emails or faxes in accordance with the requirements of the client.
- Fully understand the ethos of providing highest quality customer service and to deliver this at all times.
- Can update client information through Patheos when requested (FAQs, Diaries, Personal pages & company information).
- Can take all calls and clients with no exclusions.
- Liaise with all other members of the team to ensure an effective service is provided to all clients.
- Consistently carry out your duties in a professional manner.
- Complete tasks listed on the Team’s Checklist and ensure changes are made where required.
- Complete the daily administrative tasks assigned to you such as; data cleansing, data entry, imports and additional project work.
- Ensure processes are correctly followed with imports in line with GDPR for data files.
- Ensure all relevant information is logged promptly and accurately for billing purposes.
- Use initiative and ask for help when needed.
- Raise issues and ideas for improvements with your supervisor, with clear examples.
- Preparing and producing daily/weekly/monthly reports.
- Undertake any other duties deemed reasonable, assigned to you by management.
- Respond to data queries, internal or external ensuring complex queries are raised with night management. Any other relevant duties that are required, from time to time.