Job Description

The responsibilities will include, but are not limited to:-:

• Provide excellent customer service via telephone, email and written correspondence.
• Dealing with the customers on a daily basis and focusing on ensuring that they are content and understand our processes.
• Provide clear information and advice to customer whilst ensuring that they provide all necessary information
• Provide assistance, including explaining procedures or policies, giving reasons for enquiries and justifying decisions.
• Allocating work to others in your team including quality assurance.
• General Admin including using our tools and databases to gather and analyze data.

The successful candidates will have the ability to interpret guidance, policy and procedures to enable them to offer the best solutions and, if necessary, direct any queries to the correct department. All issues and queries should be resolved where possible following department guidelines in a professional, tactful manner, when answering calls.
To make sure that we respond to our customers quickly and efficiently our Customer Service Centres are reviewing their working hours, with the aim of operating from 7am to 9pm Monday to Friday and 9am to 5pm on weekends. We are currently scheduling our people between the hours of 7am to 7pm, Monday to Friday. Whilst we are flexible to take personal circumstances into account wherever possible when setting the rotas, we are limited in allowing people to ‘fix’ set hours outside of these times. However, please do contact us if you would like to discuss any individual circumstances which may restrict your availability between these hours (e.g. caring responsibilities, or childcare).
Due to the current situation with Covid-19 there may be a temporary need to work from home. In future however you will be required to return to offices in line with an agreed rota.

Behaviors

We'll assess you against these behaviors during the selection process:

• Making Effective Decisions
• Delivering at Pace
• Communicating and Influencing

We offer a range of flexible working options, a generous leave allowance that starts at 25 days and goes up to 30 days after 5 years’ service and a pension scheme. Maternity, adoption or shared parental leave of up to 26 weeks with full pay followed by 13 weeks statutory pay and a further 13 weeks unpaid, and paternity leave of 2 weeks at full pay.

Required Knowledge, Skills, and Abilities

Customer focused and have strong customer service skills. Flexible and dedicated. Good at communicating with different people and listening. Have good keyboard skills. Have a working knowledge of Microsoft Word, Excel and Outlook. Willing to learn.