Helping people fight back against the rip-off merchants
We’ve all felt we've been ‘done’ at some point in our lives. The ‘quality’ used car that had hardly left the forecourt before it started making a clanking sound. Our new computer that didn’t do half the things we’d been promised. The bank that charged us a hefty fee without good reason.
Many of us will sit there seething or put it down to experience. But those who are a bit savvier contact Which? – the organisation that helps consumers get a good deal. And their calls might be put through to Michelle King, who’s a full-time Customer Service Adviser at the call centre in Hertford.
So, can she help them in their hour of need? “Definitely, the answers we give can have a huge impact on people’s lives,” she says proudly. “Obviously it depends on the call, but there are so many ways we can help. My favourite is helping people to save money. There’s been a lot in the press recently about bank charges and I really enjoy sharing my knowledge.”
Michelle can answer anything between 70 and 120 calls in a day, but there’s nothing routine about what she does. “No two calls are the same,” she enthuses. “Some people need legal advice and these calls can be quite complicated so I’ll refer them to one of our in-house lawyers. Other callers don’t really know about Which? It’s my job to tell them about what we do and sell the most appropriate magazine or online subscription. So there’s never a dull moment.”
Which? is a ‘not-for-profit’ organisation, but it still has to operate on business lines and sell their products. Michelle has a sales target to reach. “Some days I achieve this, others
I don’t – the key thing is to relate to the caller. The great thing is, I earn commission for every sale, which can put a lot on my basic salary. I’ve also been on a sales training course, which was very valuable, and my manager is always on hand to give me support.”
Although the calls might be coming through thick and fast and there are sales to be made, the call centre has a very relaxed and friendly atmosphere. “Everyone gets on well and there’s plenty of socialising – we even have our own Social Committee that organises events,” she tells us. “And the hours are great, too. There’s full and part-time available. I work on a flexi-shift pattern and it’s usually OK to swap shifts if I’ve got something on.”
It seems that you get a lot back for doing others a good turn at Which?
For details about full and part-time opportunities at Which? see our advertisement in this week’s recruitment section.
