Vacancy Details
Customer Service Agent
Location:
Job Type:
Years of Experience:
Education Level:
Career Level:
Salary:
Manchester, M1 7BD
Full Time | Permanent
1+ years
GCSE
Experienced (Non-Manager)
£14,000 - £17,000
About the job:
The purpose of this role is to provide comprehensive customer service as the first point of contact for all external and internal customers. This role will involve providing an excellent administrative facility to external and internal customers and to promote a customer focused environment.
Your duties will include:
Assisting and negotiating with customers both internally and externally with any account query they have post-funding.
Creating and maintaining a professional rapport with our customers that is friendly, confident and enthusiastic.
Responding to incoming customer enquiries by telephone providing a polite, professional and accurate response in line with agreed standards.
Providing logical, precise and factual information to our customers and colleagues in a methodical and structured manner.
Exercising diplomacy when speaking to customers and colleagues, remaining calm and non-confrontational, working within clearly defined parameters.
Ensuring that all allocated tasks are seen through to accurate conclusion, highlighting to the Team Leader any instances where this was not achieved.
Completing the daily/weekly scheduled administrative work accurately and professionally, in line with any team rota and the department and/or regulatory SLA.
Collecting requested information from a variety of sources, using different systems and convey this to others in a format that they can understand, adapting your communication style if necessary, within the required area of knowledge and expertise.
Accurately and efficiently sorting, distributing and recording incoming mail into the department.
Logging all requests for account information accurately on the relevant systems on the day they are received and maintain the status of such requests as they are processed.
Accurately recording all customer contact, both verbally and written, on the customer’s account to maintain an audit trail.
Attempting to resolve all customer grievances and complaints in the first instance and ensure that all non-reportable complaints are logged promptly.
Identifying complaints and breaches and ensure they are promptly and accurately logged and/or escalated to the correct area.
Actively listening to customers in order to clearly define and resolve their needs and concerns.
Ensuring all customers are treated fairly and a consistent approach is applied at all times to all customers.
Consistently strive to achieve personal targets, improve necessary skills and develop new ones.
Working within and helping maintain a customer focused and team environment which is continuously improving and striving to identify process improvements
The ideal candidate will:
Be an excellent communicator
Possess excellent letter writing skills
Have excellent telephone and customer service skills
Be able to multi task and prioritise work loads
Have NVQ (or equivalent) in Business Administration or Customer Service
Essential experience and skills:
GCSE in English and Maths (or equivalent)
Experience in an office based customer service role
Attention to detail
Active listening and questioning skills
We offer a range of company benefits, including, 23 days holiday, contributory pension (up to 5%), child care vouchers, health cash plan and local retail discounts.
Please note that all successful applicants will be subject to a Criminal Records Bureau check, a credit check and a Fraud Prevention database check.
