Job Description

1. To work flexibly and efficiently within the team to provide a seamless service to internal and external customers through a variety of communication channels.
2. Make and receive phone calls, monitor and manage web chats and email inboxes and at times paper based communication via letter writing for first time resolution.
3. Accurately check, validate and process documentation to required standards within agreed timescales.
4. Provide accurate and clear advice and guidance on all general scheme queries.
5. Processing of new customer referrals within timescales and quality standards and ensuring adherence to the Data Protection Act and all confidentiality procedures are followed at all times.
6. Maintain up to date and professional case management notes within systems and provide accurate data for MI collection.

Benefits:

• On-site parking

Schedule:

• Day shift
• Monday to Friday

Work remotely:

• No

Required Knowledge, Skills, and Abilities

Meet or exceed customer engagement performance and quality targets within agreed SLAs. Ability to transfer skills between a varied range for communication channels at ease and with minimal impact on the customer journey. Timely and successful first time resolution of, at times, long and complex customer calls & complaints. Demonstrate excellent customer service to achieve a high customer satisfaction score. Work towards a behavior and performance matrix. Complete mandatory learning and take ownership for personal growth. Customer Service experience and being passionate about excellent service standards. Ability to communicate effectively and build rapport with customers with great listening and questioning ability. Effective written & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment. An open, enthusiastic and positive approach. Logical problem solver with attention to detail. The ability to build rapport with customers quickly. Good questioning and listening skills. Decision making taking all aspects into account showing empathy in sensitive situations. Accuracy, attention to detail and the ability to analyze cases and identify solutions. Flexibility to support the business. Able to work efficiently in a pressurized environment. Experience of using Microsoft Packages. Customer Service qualification (or working towards). Advanced Excel skills. Experience: customer service: 1 year (Preferred)