Location
Wolverhampton, West Midlands | United Kingdom
Job description
SF Recruitment have partnered with an organisation in Wolverhampton who are recruiting for a Customer Service Advisor on a temporary (highly likely to permanent) basis.
Pay rate: £12.59 per hour
Working pattern: hybrid - 2 days in the office per week (possibly more when required by the business)
Responsibilities will include:
Responding to phone calls, emails and face-to-face
requests for information to answer queries. To ensure the service is
delivered to a high quality and within appropriate timescales, meeting both
statutory deadlines and member expectations.
- Provide a customer focussed service by prioritising workload according to
deadlines.
- To process and validate all amendments to a customer's record as a result of
changes in address and personal circumstances within the set KPI.
- To deal with a range of correspondence, telephone queries and personal
visits from Scheme members. Respond to all enquiries in a positive and
professional manner and process them in accordance with
procedures.
- To handle customer complaints, escalating where necessary to the
Customer Services Team Leader. To handle difficult phone calls such as
bereavements with empathy professionalism. To be aware of our duty of
care to our customers, and have the ability to identify when a referral is
needed ie Safeguarding/Police
- To authorise Change of Address processes within the set KPI.
- To issue revised /duplicate benefits statements to members within the set
KPI.
- To assist members in accessing and using webportal, to ensure the right
information is held and accessible to members, on request.
- To be responsible for ensuring that work is completed to a high standard
through quality monitoring processes, data output and correspondence on a
regular basis and review of operational rejection reports.
- To request leaver documentation from employer when notified by the
member within the set KPI.
- To be responsible for reception cover providing a first point of contact with
the member providing accurate information empathetically.
- To share information and knowledge with team members, working together
to resolve issues. To assist with the training and development of team
members, as requested, providing coaching and 1-to-1 support to share
ideas, skills and ensure teamwork.
- To participate in staff development, appraisal and training as appropriate,
including continuous professional development.
- To participate in the wider development of the service and contribute to
service improvement as required.
Job tags
Salary
£12 per hour
