Do you have a passion for providing Customer Excellence, supporting global customers?

We are seeking individuals to join Vantage Point Global and work within one of our top tier clients within their Global Operations Contact Centre business line, based in Newcastle City Centre.

In this really interesting role you will be the first point of contact for consumers, acting as an extension of their customers’ teams, with exposure to a comprehensive suite of technology, payment capabilities and value-added services they provide to consumers such as member retention and consumer service activities.

What will I be learning?

Prior to joining the client, the Vantage Point career journey starts with the completion of our award-winning Simul8 academy. The Simul8 academy will provide you the support you need to learn key soft skills, industry knowledge and role specific roleplays you’ll need to successfully perform the role of a Consultant in this environment.

Once you successfully graduate on the Simul8 academy you will start on client site, helping to deliver as a key member of the Contact Support team, but will continue to receive the support and development from Vantage Point as you grow within your new role.

What work will I be doing?

Consumer Services

• Answering phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first time resolution rate

• Managing telephone and email communication from external clients and their customers in relation to their service contracts with the Company

• Resolving first line customer queries relating to their accounts associated to payment contracts and contractual relationships

• Reporting any complex issues raised by consumers and/or customers, and escalate where necessary

• Engaging with consumers regarding overdue balances and the collection of those in line with relevant Collections policies, maintaining individual areas within the system’s ledger by telephone and written correspondence

• Identification, progress chasing and resolution of queries utilising the query management system

Administration

• Recording all activity associated with any communication in the related Administration system

• Accurately updating internal and external systems and tools as required

• Following defined scripts or directions around support or payment negotiation as defined from time to time

What will I be gaining?

• Training in both technical and soft skills to help you develop relevant skills and knowledge in your role, covered in our Simul8 training academy and ongoing training programme while placed with our client

• Ongoing formal and informal support and training as you develop and learn in your role.

• The potential opportunity to convert to a permanent role with the client.

What are we looking for?

• Customer Service Experience - You must have experience of working in a Customer service environment

• Excellent communication skills - The ability to liaise with Stakeholders on a day to day basis via telephone (excellent telephone manner), email and face-to-face in a clear, caring, concise and professional manner

• Proficient ability to build positive working relationships with consumers and colleagues

• Problem solving skills, with the ability to identify exact details of a problem through a rational process and take steps to ensure a successful resolution

• Attention to detail, able to document details of issues clearly in a concise understandable manner

• Ability to work in a team where you are able to meet service level agreements (SLAs)

• Motivated by a fast-paced environment

• True team player who knows that we all have to sometimes roll up our sleeves

Why join Vantage Point Global?:

• Competitive Pay and Benefits  potential 6 monthly salary increases, health cash plan and cycle to work scheme to recognise your performance and potential.

• A place on our award-winning Learning and Development programme made up of four components:

• Career Pathway - Working with our Clients to ensure you have the industry and technical knowledge needed to excel in your role, specifically designed for your chosen career pathway.

• Personal Development – Builds confidence, self-awareness and trust in your abilities, giving you the best tools to communicate and out-perform your peers.

• Leadership and Career Planning - Take control of your career, mapping out your goals and ambitions and providing tools to help you achieve them.

• Community Engagement - Engage with local and industry communities, creating an additional level of fulfilment in your role.

• Direct experience as an integral part of one of our client teams, where you will make an impact from Day 1. You will be performing roles, directly on client site, which will help them achieve their business goals and strategic priorities.

• Dedicated VP Line-management and Buddy Programme, in addition to your client-line management giving you an added line-of support which is invaluable when just starting out on your career journey.

• A commitment to Diversity, Equality & Inclusion, as part of our core values, our culture programme gives employees a chance to benefit from and get involved in a variety of initiatives such as 

• Employee Resource Groups and Events based on your experiences and interests,

• Volunteering opportunities with our Charity partners to help advance the diversity of the Finance and Tech industry

Things you need to know:

You will be required to attend initial training commencing from 31st March, please note this training will be held during day time hours and you will be paid from when training starts.

You will be working an 8 hour shift overnight, shift patterns will be from 11.30PM 5 nights out of 6 (Sunday to Friday), with a 30 minute unpaid lunch break and two 15 minute paid breaks. Shifts will be shared 4 weeks in advance.

1. We’d like to make you aware that if you have not heard back from us within three weeks of the date of your application that we will not be progressing your application further, but thank you for your interest in Vantage Point Global.

NOTE: WE ARE NOT ACCEPTING AGENCY APPLICATIONS