Customer Support Officer/admin X6

2 months ago

Manchester, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Temporary Customer Support Officer / Admin x6 - Customer Contact Centre**

**Reference no: TFGM TCL 0008 8701 / 1**

**Pay rate: £14.50 per hour PAYE**

**Hours per week: 37 Monday - Sunday, 07:00 - 20:00**

**This opening assignment is for 1-2 months**

**City: MANCHESTER**

**Work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends**

**Office based initially but hybrid once induction has been successfully completed**

A Customer Support Officer is required to be the first point of contact for all customer and stakeholder enquiries, ensuring an excellent customer service is provided during every customer contact. As a Customer Support Officer, you will form part of the Customer Contact Centre team, acting as the first point of contact for customers and stakeholders you will handle all queries and requests received into the Contact Centre, via telephone or in writing. These include issuing travel passes, making Local Link journey reservations, Contactless Payments enquiries, journey planning advice and much more.

Key responsibilities:

- Use the most effective and appropriate contact channels available in responding to customers and stakeholders. Ensure, where required, necessary sign off is received for external communications.
- Ensure compliance with the provisions of the Data Protection Act with respect to the handling of personal data held for passes and permits purposes.
- Resolve general enquiries received to contact centre where possible, utilising knowledge base.
- Where necessary, transfer customers or stakeholders to appropriate internal colleagues to respond to their enquiry.
- Maintain information on internal colleagues contact details in order to facilitate an effective service.
- Utilise system based resources in answering enquiries.
- Support the implementation and administration of Smart Ticketing processes.

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF**

**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:
**Qualifications**:

- Educated to GCSE or level equivalent.
- A customer service qualification such as NVQ desirable.

**Experience**:

- Relevant customer service experience. Experience of dealing with customers or stakeholders by telephone with the ability to relay information clearly and concisely, delivering excellent customer service in all interactions.
- Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.
- Experience of liaising with internal colleagues to resolve issues.
- Experience of handling difficult customer or stakeholder interactions and reaching a positive conclusion.
- Experience of working within an organisations policies and procedures.

**Skills & Abilities**:

- Transferable skills which include excellent written and verbal communication with the ability to work using several different systems at the same time.
- Able to demonstrate a passion for customer service.
- A strong team player who can also work effectively on an individual basis.
- Passionate about achieving targets and have the willingness to continually develop and learn.
- Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
- Able to work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends.

SC **Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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