Information Access Specialist
4 weeks ago
Position: Information Access Specialist
Location: Various Locations in Wales
Compensation: £16.10 per hour (Annual equivalent of £30,994) – 37 hours per week.
Role Overview:
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 capacity, you will:
- Address Complex Queries: Manage customer inquiries through multiple channels, ensuring adherence to pertinent legislation, including the Re-use of Public Sector Information Regulations, Freedom of Information Act (2000), and Environmental Information Regulations.
- Facilitate Response Coordination: Collaborate with and assist technical leads throughout the organization, ensuring clarity and compliance in the responses to information requests.
- Data Analysis and Presentation: Examine extensive volumes of intricate data, presenting it in a customer-centric manner while complying with applicable legislation and relevant contracts/licenses.
- Performance Oversight: Achieve performance and standard targets, escalating any potential risks to the management team.
- Support Colleagues: Aid team members with complex casework, cultivating a specialized skill set and expertise.
- Exceptional Customer Service: Uphold and promote the highest standards of customer service across all activities.
- Collaborative Work Environment: Work alongside the Customer Management Team, contributing to the evolution of the role and assisting the organization in becoming a premier provider of public sector customer service.
- Commitment to Continuous Improvement: Offer insights into the development of new systems and processes, nurturing a culture of ongoing enhancement.
Candidate Profile:
To excel in this position, you will possess:
- Strong Communication Skills: Ability to effectively and persuasively communicate with both internal and external customers.
- Knowledge of Legislation: Familiarity with relevant legislation and a working understanding of the organization’s charging and data licensing policies.
- Expertise in Data Handling: Knowledge of principles for managing personal data and security policies, particularly when dealing with financial information.
- Experience in Customer Management: Background 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 collaborating to enhance customer service.
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