Call Centre Agent

🔒 Confidential Employer
Posted 21 April 2026
LOCATION
Leeds
TYPE
Full-time
LEVEL
Entry-level
SALARY
£26,250 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Service Communication Problem-solving Multitasking Data Protection Conflict Resolution Teamwork Adaptability

FULL DESCRIPTION

The Multichannel Engagement Team Advisor is a newly created role designed to elevate our customer experience across a variety of contact channels, including inbound and outbound phone, email, webchat, and more. You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy.

Key Responsibilities

  • Respond to customer enquiries across phone, email, webchat, and other channels.
  • Provide clear, accurate and friendly information about VCC’s products, services and processes.
  • Take ownership of customer issues, ensuring full resolution and escalating only when essential.
  • Work collaboratively with teams across the business to solve complex cases.
  • Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards.
  • Flag recurring issues, process gaps or opportunities to improve the customer journey.
  • Navigate and switch between multiple systems and platforms with confidence.
  • Support new team members by sharing knowledge and contributing to a positive, collaborative environment.
  • Adapt quickly to new tools, systems and processes as the team evolves.
  • Use conflict resolution techniques to prevent and de-escalate complaints.

Skills, Knowledge and Expertise

  • Experience in a customer-facing role, ideally across more than one contact channel.
  • Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
  • Ability to multitask and manage multiple platforms and contact types simultaneously.
  • Strong problem-solving mindset with a focus on getting it right first time.
  • Empathetic, resilient and calm under pressure.
  • Tech-savvy and comfortable learning new systems and tools.
  • A collaborative team player with a positive influence on team culture.
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