Job Description

• Deliver the highest level of customer service to internal and external customers at all times.
• Undertake a variety of tasks associated with the high service delivery of our customers.
• Maintain all documentation and train others on key aspects of the role.
• Process all data in line with business standards and Data Protection.
• Contribute to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness.
• To work as part of a team, under the direction of a Team Leader, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service.
• Use SharePoint to understand and follow policies, procedures and work instructions.
• Ensure all company generic policies held on SharePoint are adhered to at all times. In addition to this be aware and adhere to specific Customer Service Centre guidelines.
• Cover other roles within the Customer Service Centre as and when needed.
• All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions.
• All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function.

Key Activities

• Provide responses to all contacts via written or verbal forms of communication.
• Input accurate customer information onto the relevant system.
• Contact other departments or utilize information as necessary to obtain and provide information as requested.
• Complete all requests received for non-standard accommodations.
• Evaluate and report on calls and e-mail and use the data and metrics to make recommendations and implement demonstrable improvements.
• Assist in the training of new employees when needed.

Working Arrangements

• 37.5 hours working hours per week.
• Working hours are Monday to Friday 8.00Am to 5.00Pm excluding bank holidays. Various shift patterns are required within these hours.
• Hybrid working.

Required Knowledge, Skills, and Abilities

• Previous customer service experience.
• Excellent communication skills, both over the telephone and written.
• The ability to learn and articulate detailed information.
• Attention to detail.
• Ability to work within a team to meet team goals and objectives