Customer Service Assistant

2 weeks ago

Southampton, United Kingdom Access2Learn Full time

JOB DESCRIPTION CUSTOMER SERVICE ASSISTANT
Job aim:
Brief summary of the primary job purpose.

Perform a wide range of customer service activities, along with administrative, and basic facility management tasks; for the company, to facilitate the efficient operation of the business.
Main tasks and responsibilities:
Responsible to the Admin Manager and Chief of Staff for the below tasks and duties

Customer Service responsibilities:

- Book DSA Assessments, in accordance with resource availability and effective deployment
- Conduct all Post Assessment administration, e.g. sending of needs assessment reports, retrieving and uploading all post assessment documents to records and effective query management
- Responsible for effective and successful full query management (see below point)
- To be first point of contact for all Queries; to provide confirmation of receipt of query, entering details into record; to take necessary action to provide answer/solution (predominately through liaising with Assessors) and communicate with the customer
- Monitor all Pre and Post Assessment cases/records within the system to ensure they move through the delivery stages efficiently, and chase work when needed
- Ensure the accurate and completion of customer records on the central database system
- Retrieving, uploading and sharing relevant Pre-Assessment customer documents
- Support the whole DSA needs assessment administration process in accordance with guidelines, KPIs and the company’s service standards and agreements
- Prioritise workload to ensure full cover of inbound communications and planned work is completed along with day to day requirements

Facility responsibilities:

- Responsible for the clearing of all refuse and recycling
- Responsible for ensuring the central administration office and assessment refreshment facilities are kept clean and tidy
- Responsible for the collection and distribution of incoming post, and the dispatching of outbound post
- Responsible for acting as point of reception and greeting to visitors at the central administration office
- Carry out any other undertaking in-line with the span of the post as requested by line manager and/or Directors

Education and experience:
The required qualifications, necessary knowledge and practical experience to perform the job.

Customer Service:

- Relevant experience in customer service/administrative support roles
- Proven knowledge of clerical and administrative procedures
- A good level of English spelling and grammar
- Knowledge of Microsoft Office software
- Relevant experience working with customer record systems and data entry duties
- Experience of working in a fast paced and demanding working environment

Key competencies:
The competencies skills and abilities that an employee must have to successfully perform the job.
- Excellent communication and interpersonal skills - written and verbal
- Planning and organising skills
- Superior attention to detail and accuracy
- Solid communication skills, both written and verbal
- Computer skills, particularly with Microsoft suite, corporate databases
- Problem solving, analytical and critical thinking skills
- Flexibility and Adaptability
- Teamwork
- Integrity and Honesty
- Familiarity with business principles and practices, especially confidentiality, Data protection and privacy
- Ability to work autonomously, manage priorities, and workload with confidence
- Ability to remain calm under pressure and to handle difficult and/or sensitive customers and issues

**Salary**: £18,000.00-£20,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Ability to commute/relocate:

- Southampton, SO14 5FE: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

Reference ID: A2L-Cust-Assistant

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