Customer Services Officer

1 week ago

London, United Kingdom Hunter Merrifield Full time

**_Job Purpose Statement:_**

**_ To provide excellent customer service to active and retired employees and employers and issuing a range of different products via various communication avenues._**

**_ Key Responsibilities: _**
- _Ensure complete protection of confidential information. _
- _Ensure database is accurately maintained in respect of employees' data to enable correct products to be issued. _
- _ Excellent telephony and written communication skills essential _
- _Being flexible to changes in your daily work allocation in accordance with changing work priorities. _
- _Responsible for all data transactions carried out, ensuring accuracy of information provided against eligibility within scheme and department rules._
- _ Ensure consistency of service delivered to all employees and employers. _
- _Commitment to Improve current processes to enhance service provided._
- _ Any other tasks reasonably requested by Office Services Manager or Senior Customer Service Officers_

**_ Accountability:_**
- The role involves the processing of work on a wide range of products relating and delivering a consistent and high-quality service to employers and employees_
- The role requires the post holder to use knowledge and judgement when assessing eligibility against different criteria which is acquired through an extensive programme of specialised on-the-job training. An aptitude for rapid learning is therefore required to be able quickly to respond to wide-ranging queries. Contribute to the team and commit to achieving KPIs and other targets on both an individual and team basis._

**_ Problem Solving: _**
- The post holder will be working within well-established processes and procedures to provide a range of support services to an agreed quality standard. _
- When dealing with unusual or complex queries, the post holder is expected to perform initial investigations and solutions before referring to the Senior Customer Service Officer._
- You will have:_
- _ A good understanding of General Data Protection Regulation _
- _Excellent telephone and communications skills_
- _ A flexible approach to changes in your daily work allocation and in accordance with changing priorities_
- _ Able to improve current processes to enhance our services_
- _ Previous experience of working in a customer service role_
- _ General office administration skills and experience of clerical work_
- _ Excellent written and verbal communication skills_
- _ Excellent knowledge of Microsoft Office products_
- _ Experience of dealing with customers in a friendly but assertive way_
- _ Excellent attitude to customer service_
- _ Data entry experience _
- _Accurate data entry_
- _ Ability to work accurately with attention to detail_
- _ Adaptability to new procedures and ability to embrace change_
- _ Ability to work under pressure with a high volume of work whilst treating all customers in a professional manner and continuing to fulfil expectations._
- This role would suit someone who has been working in a process driven environment, where compliance and accuracy is key_

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