Job Specification

The Role

• To assist the Customer Services Officers and Team Coaches in the day-to-day provision of the front-line service through face to face, telephone, self-service, and e-based contacts.
• To deal effectively with customers service requests, answering queries
• To support the capture of corporate complaints, comments, compliments, and suggestions from customers using Customer Relationship Management system and following the relevant adopted policies and procedures.
• The collection and validation of information to assist Customer Services Officers in a quick and accurate service provision including the prevention and detection of benefit fraud
• To maintain up-to-date records and knowledge of the Company’s Policies and Procedures required to provide the effective processing of service requests, enquiries and complaints
• Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion
• Assist customers with information stored in computerised and manual formats including the processing of payments as require
• The duties and place of work may change as the service provision changes to the meet the needs of the customer
• Participate in corporate working, to achieve the corporate objectives and personal development aims
• Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments
• Proactively co-operates with others to achieve targets set for group, participates in teamwork, and supports team decisions 

The Person

• 4 GCSEs A – C or Equivalent
• Experience using Microsoft Office
• Experience within customer service 

The Benefits

• Great public sector client
• Varied and interesting job role
• Great resources
• Great team culture
• Any support required is provided