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Information Access Specialist

3 months ago

Cardiff, Cardiff, United Kingdom Pertemps Managed Solutions Full time
Information Access Specialist
Location: Wales (various locations)
Pay rate: £16.10 p/hr (Annual equivalent of £30,994) – 37 hours a week.

About the Role:
We are looking for a committed and knowledgeable Information Access Specialist to become a part of our client's vibrant Customer Management Team. In this position, you will:
  • Address Complex Queries: Manage customer inquiries through multiple channels, ensuring adherence to relevant regulations, including the Re-use of Public Sector Information Regulations, Freedom of Information Act (2000), and Environmental Information Regulations.
  • Facilitate Responses: Collaborate with and assist technical leads throughout the organization, ensuring clarity and compliance in replies to information requests.
  • Data Analysis and Reporting: Evaluate extensive volumes of intricate data, presenting it in a customer-centric manner, in accordance with applicable legislation and relevant contracts/licenses.
  • Performance Oversight: Achieve performance and standard objectives, raising any potential risks to the management team.
  • Assist Team Members: Support colleagues with intricate casework, cultivating a specialized skill set and expertise.
  • Exceptional Customer Service: Uphold and promote the highest standards of customer service across all activities.
  • Collaborative Working: Work alongside the Customer Management Team, contributing to the evolution of the role and assisting the organization in becoming a leading provider of public sector customer service.
  • Ongoing Improvement: Offer insights into the development of new systems and processes, nurturing a culture of continuous enhancement.
About You:
To excel in this role, you will possess:
  • Outstanding Communication Skills: Ability to effectively and persuasively engage with both internal and external customers.
  • Regulatory Knowledge: Familiarity with relevant legislation and a working understanding of the organization’s charging and data licensing policy.
  • Data Management Proficiency: Knowledge of principles for managing personal data and security policies, particularly when handling financial information.
  • Customer Management Background: Experience in a multi-channel Customer Management Team and proficiency with Microsoft applications, including Customer Relationship Management (CRM) systems.
  • Flexibility: Capacity to adapt to shifting priorities and customer demands while working collaboratively to enhance customer service.