Main purpose of the job

As the customer service officer, you will be responsible for providing essential departmental support by drafting correspondence or managing correspondence operations in response to enquiries from customers.

Responsibilities

•You will proactively acknowledge and deal with correspondence within the appropriate timescales, producing quality draft responses promoting customer service excellence, whilst ensuring an organised electronic filing system is maintained at all times.
•You will liaise directly with customers over the telephone to help answer their queries, providing reassurance where required and follow-up-agreed outcomes and actions in writing.
•You will prioritise your work and make decisions on when to follow up on issues and when to escalate to your manager.
•Providing cover across all types of correspondence functions.
•Help to manage the teams’ customer mailbox and workflow.
•You will act with discretion and maintain confidentiality of correspondence.
•You will take on duties within the wider Customer Strategy and Services team, such as answering customer calls if required.
•You will produce documents to a high standard using the appropriate software, including the following but not limited to; MS Office and Excel.

General
•To act in accordance with the behaviour and values of the organisation
•To manage your own performance, to be accountable for meeting individual, team and corporate objectives
•To comply with and contribute to the improvement of operational and team processes and procedures
•To assist with the preparation and execution of the team’s objectives, budgets and financial records
•To identify opportunities and implement change, leading to team development, system improvement and good value for money
•To support research and development projects
•To carry out any further reasonable requests from your line manager

Experience

Ability to competently use electronic filing systems.
•Experience of liaising and coordinating with key stakeholders across a wide range of organisations
•1-3 years in a customer service environment

Skills

•Excellent time management skills and ability to multitask and prioritise work.
•Ability to work to tight deadlines.
•Maintain confidentiality.
•Attention to detail and problem-solving skills.
•Excellent written English and communication skills
•Ability to use positive language
•Ability to demonstrate patience
•Ability to work under pressure
•Flexibility to adapt quickly in response to change

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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