Customer Contact Centre Agent - 1st Line Support

  • Location
    Manchester, Manchester
  • Salary
  • Category
    Sales & Retail - Contact Centre
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

Role: Customer Contact Centre Agent - 1st Line Support

Location: Manchester

Pay rate: £9.50

Duration: 6 months likely to extend

Working hours: Mon - Thur 9 - 17:00 and Friday 8.30 - 16:30

Tue/wed in office Mon/Thurs/Fri at home. 1-2 weeks in office for training 9-5.

Role Overview

  • Working in a customer contact centre

  • Receive telephone calls/emails from customers and carrying through to resolution (around 400 emails a day and 100 - 150 calls a day)

  • Dealing with returns and warranties

  • Team of 5


  • Salesforce

  • CRM tool Assist

  • Microsoft Office

  • Excel


The 1st Line Support Desk Engineer will provide support to all users of our Digital Enforcement Solution. Ensure the efficient running of all hardware, software and services as part of a team of Support Desk and Technical Engineers.

What are my responsibilities?

  • Provide telephone support, first line fault finding and investigations.

  • Ensuring the InView Fault Management system is used to record issues and provide updates to the affected client.

  • Generate and analyse system performance reports in order to proactively identify issues and

  • opportunities for system optimisation

  • Undertake appropriate training for equipment and systems as and when necessary, via formal and informal training, including on the job training.

  • Any other duties reasonably required within the skills required for the role.

What do I need to qualify for the job?

  • Good working knowledge of Microsoft Office applications.

  • Good working knowledge of Microsoft Operating Systems and basic networking principles would be advantageous.

  • Basic understanding of SQL would be advantageous.

  • High level of written and verbal communication skills.

  • A good, confident telephone manner and the ability to converse at a senior level.

  • Outlook - co-operative, helpful, willing to use initiative and conscientious.

  • Flexibility - willing to change, move from one activity or work area to another, learn new activities, pick up new jobs confidently and easily

  • Effectiveness - drive and energy applied to work, accuracy and reliability, ability to get things right first time and the ability to track and deal with multiple issues simultaneously, prioritising workload.

  • Teamwork - work towards the team's goals, work well with other people, communicate effectively within the team and contribute to a high standard of team morale.

  • Working as part of a team and working unsupervised.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Courtney Simonds