Job Description

Main Responsibilities/Duties:

• To respond to email enquiries from the general public in a confident, polite and helpful manner providing advice on whether they have reached the correct organisation. If not, direct enquirers to the correct organisation and, if possible, provide the name of the organisation or telephone number.
• Process the email messages by considering and investigating further as necessary to determine which area is responsible for the relevant subject matter and forwarding them on accordingly.
• Investigate those emails which are not for the area to deal with so that the relevant organisation can be identified and the email forwarded for consideration, and inform the customer of the transfer.
• Participate and play an active role in providing assistance in maintaining and keeping up to date the tools and bank of knowledge which is used by all customer service staff.
• Keep up to date with developments and practices and feedback information to line management on trends and issues which can be fed into improving the performance of the Unit.
• Work in a team focussed way to ensure that knowledge is shared amongst colleagues.
• Maintenance of staff directory, including updating functions and team information as notified.

Required Knowledge, Skills, and Abilities

Strong communication skills Strong MS Office package experience Strong organisational skills Excellent Telephone manner Basic Disclosure issues within last 12 months Ability to work from home on own initiative Experience updating spreadsheets and data entry