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Customer Service Administrator x 2

2 months ago

Milton Keynes, United Kingdom ICAEW Remote Work Freelance Full time

Customer Service Administrator x 2

Milton Keynes

Hybrid working on offer.

9-month FTC

Full Time 35 hours a week

£23,000pa

Overall Purpose of this role of Customer Service Administrator.

To triage and support multi-channel enquiries, and enable efficient, accurate and timely responses to enquiries to ICAEW. To uphold the accuracy of our student, delegate, and member database and to work to support the enquiry services team to deliver a first-class enquiry service.

Customer Service Administrator Responsibilities include:

Supporting a first-class enquiry service

  • To triage and categorise email and webform enquiries to ensure they are managed efficiently by the correct enquiry team and others across ICAEW.
  • To manage returned post, and bounced emails, endeavouring to identify, contact and update details to maintain strong, successful engagement with our users.
  • To respond to and manage basic enquiries to alleviate the impact of peak enquiry periods on the wider enquiry team.
  • Make outbound telephone calls to contact individuals in relation to information detailed in their enquiry or to confirm information on their account is accurate.
  • Support the wider team with useful summary notes for each enquiry, and taking pride and responsibility for basic record administration and data cleansing to ensure our user records are up to date.
  • To support the advisory teams with administrative tasks, student/member record processing, data cleansing and producing verification letters for members and students where needed.
  • Ensure that our user data is protected in line with organisational policies and that subject access requests are identified and escalated within 24 hours.
  • Specific duties will vary from time to time in line with the business needs.
  • Working hours will normally be 9:00 to 17:00, however some shift work may be needed during peak periods to support the wider team with flexible shift rotation from 7am -7pm.

Customer Service Administrator Candidate Profile

Customer Service Administrator Requirements include:

  • Demonstrated attention to detail.
  • Ability to respond to verbal and written enquiries in a courteous, professional and empathetic way in line with ICAEW values.
  • Ability to take initiative and prioritise tasks in line with business needs.
  • Basic experience with Microsoft systems (Word, Excel, Teams)

Desirable

  • Experience with printing, scanning, and mail-merging.
  • Experience using a record database or customer management system.

Why work at ICAEW as Customer Service Administrator ?

We want you to enjoy your work and flourish in your role.

Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect.

We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development.

Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.

Our employee benefits include:

  • A substantial suite of training and development
  • Flexible working arrangements
  • A generous benefits package which includes gym discounts, pension plan, season ticket travel loans and health and dental plans

We are a disability confident employer.

Should you like to apply for this great 9 month opportunity at the ICAEW and feel you have the relevant skills for this Customer Service Administrator role, then please ensure you click on the link and complete our very straight forward 20 minute application form on a PC or Laptop only.