![Adecco](https://media.trabajo.org/img/noimg.jpg)
Administrator - Customer Support
3 weeks ago
**Administrator - Customer Support**
The Adecco Public Sector team have been engaged to source a Administrator Customer Support for a well-established Public Sector organisation.
**The role**
To deal with incoming customer enquiries via correspondence and to identify and escalate nonstandard queries. To deal with internal telephone contact. To manage internal comms with other departments and external stakeholders.
- Log and send template replies to queries from customer correspondence in line with customer service targets
- Update the relevant CRM and databases
- Identify and hand off nonstandard queries
- Maintain the IT log and escalate as required
***
**Responsibilities**
Go the 'extra mile' to deliver a truly excellent customer service. We strive for right first time and set clear and accurate expectations.
- Act with care and integrity to build rapport and trust with our customers. Ensure we fully understand their needs and resolve their query, whilst creating a positive customer connection.
- Follow guided procedures with attention to detail to enable you to resolve customer queries, whilst maintaining compliance.
- Explain technical information in an easy-to-understand way.
- Contribute to an open and supportive team culture by collaborating with your colleagues to ensure customer needs are met and be a positive influence with customers and colleagues.
- Proactively share feedback and solutions on how we can improve our services and processes.
- Take ownership of your own personal development; not only will you be supported in developing within your role but there's lots of further development opportunities to help you reach your career aspirations.
**To be successful in the role you will be able to display the following**:
**Knowledge, Skills and Experience**
**Know How**
- Experience of analysing complex information
- Knowledge of excel, word, in house databases and Customer Relation Management tools
- Experience of managing high volumes in line with SLA's
- Experience of accurately updating databases
- Experience of basic customer service call handling techniques
**Problem Solving**
- Use documented processes to identify and escalate nonstandard queries.
- Evaluate incoming contact to decide on scheme return release numbers.
- Evaluate importance of IT issues and escalate based on urgency and IT availability.
**Accountability**
- Follow Customer Support procedures and the client business rules to log information.
- Decide on which queries to escalate based on knowledge base guidance.
- Manage scheme return daily release schedule.
- Daily monitoring of scheme returns campaigns to ensure delivery to external customers.
- Maintain and enhance relationship with HMRC.
- Liaise with managers to feedback own learning requirements.
**Location**
The client operates on a hybrid working model, with regular attendance at their Brighton office to connect with colleagues across the business.
**Salary and benefits**
**£22,165 **depending on skills and experience.
- Civil Service Pension arrangements, which are recognised as some of the best in the pensions world.
- discretionary bonus arrangements
- access to performance related pay progression
- 25 days annual leave provision
- flexible working arrangements
- development opportunities
- enhanced parental leave arrangements.
- a free employee assistance programme
- an excellent office location in Brighton.
**Application / Interview Process**
Interviews are scheduled to take place commencing weeks of September.
To speak to a recruitment expert please contact Ciro De Chiara
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