Customer Service Agent

3 days ago

Birmingham, United Kingdom Marston Holdings Full time

_Are you looking for a new opportunity with a great company that is flexible and keen to provide the best opportunities for development?_
- As a Customer Service Agent with Marston Holdings Ltd you will have a pivotal role in our contact centre engaging with customers and helping them find a solution, whether that's processing payments, agreeing a payment plan or helping them resolve a query._
- You will have lots of support and coaching during your career to help you move through our development pathways and reach your potential._
- We offer a salary of £18,525 after successful completion of your three-month probationary period (salary 17,374.50) with the opportunity to achieve further career progression and salary increases including potential bonus too_

**General description**

Marston Holdings have grown organically and through acquisition to provide a multitude of end-to-end services that support the implementation of public policy. In the main, we support the government, utilities, and private sectors through the delivery ofmarket leading integrated technology-enabled solutions from design and implementation to management and recovery.

The role of the role Customer Service Agent is to deal with customer contact via multiple channels including written, electronic, and verbal communications professionally and effectively through all contact methods. Process checks on customer personal informationensuring that compliance to regulations and legislation are adhered to at all times. To process data and provide fair and appropriate treatment of customers to ensure enquiries are dealt with accurately and efficiently.

**Core duties and responsibilities**

­ To deal with both inbound and outbound contacts via written, electronic, and verbal communication with our customers.

­ To process checks of ID documents to support the recruitment process of our clients.

­ To review video footage of ANPR cameras and decide whether a contravention has taken place.

­ Obtain and record accurate information regarding answered calls on the appropriate system provided for that contract.

­ To understand the customer needs to either provide them the help and support or signpost to the correct team to deal with their enquiry.

­ To handle and resolve customer enquiries and complaints where possible or follow the escalation process.

­ To negotiate and set payment plans following appropriate guidelines.

­ To ensure a high standard of professional practice is met at all times.

­ To maintain knowledge of our customer policies to ensure accurate decision making and letter content.

­ Obtain and record accurate information on the customer database provided for that contract.

­ To ensure quality standards as set by the client and Management are achieved

­ Compliance with all KPI's set by your Line Manager.

­ Ensure the security of any customer information that comes into your possession or becomes known to you, and only share that information appropriately with colleagues and the client.

­ To liaise with other departments and the appropriate bodies associated with your department.

­ To maintain working relationships with colleagues and management.

­ To understand and adhere to the office policies and etiquette, including PCI 3.0 and ISO27001 protocol.

­ Continually develop own behaviours, skills, and knowledge.

**Person specification**

­ A keen eye for detail.

­ Previous letter writing experience with excellent spelling and grammar skills.

­ Customer focused and able to effectively deal with challenging calls and contacts in a calm and empathetic manner.

­ Excellent communication skills - the ability to convey messages in a clear and concise way both verbal and written.

­ Excellent organisation skills and have the ability to work as part of a team and on own.

­ Positive and self-motivated.

­ Ability to recognise vulnerability and to act appropriately in line with the Company's Vulnerability policy.

­ Good IT skills, able to work on MS Office and customer databases.

**Other duties and responsibilities**
- Personal Compliance_

­ To understand the company's mission and vision and to embrace and work to the company's values.

­ To understand the requirements of the Regulators who regulate the company's activities and ensure that these are adhered to personally and by the staff, if applicable, managed by you.

­ To be fully aware of the requirement to treat customers fairly and to deliver both personally and through your team.

­ To ensure compliance with the Financial Conduct Authority - Consumer Credit Sourcebook as it relates to the post holder and how this applies to the fair treatment of customers.

­ To ensure that any incident which may involve a breach of any of the company's policy is reported, investigated to enable corrective action to be taken.

­ To ensure that any incident which may involve a breach of the money laundering rules is notified without delay to the Money Laundering Reporting Officer.

­ To ensure personal data however obtained is properly protected in accordance with the requirements of the Data Protection Act.

­ To ensure as far as reasonably practicable that all employees with whom the individual comes into contact with, especially those directly supervised, are similarly aware of and conform to the Marston's personal compliance requirements and values.

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