Customer Care Administrator

2 days ago

Harlow, United Kingdom CESL Full time

**Hours**: 37.5 hours per week

**Location**:Harlow, office based

**Shifts**: 8-hour shifts, between the hours of 8am and 6pm

**Reporting to**: Customer Care Manager

**Introduction**

This is a demanding role in which you will be providing administration support to the Customer Care Team. Day to day, the role consists of dealing with enquiries from customers, and internal departments within the business, in line with the KPI’s set by your line manager. At all times, you must ensure that best practice is followed, that you adhere to legislation and regulations as well as to company policies and procedures. You will be dealing with time sensitive correspondence, you must be accurate, diligent and have a keen eye for detail. Within this role you may receive sensitive, personal, and confidential information from the writer, or someone associated with the case. All information received and sent is to be treated as Strictly Confidential.

**Core Duties and Responsibilities**:

- Review, filter and triage the department mailboxes.
- Respond to Customer enquiries and provide requested information.
- Progress and respond to all enquiries in the order dictated by priority workstream and date received or, at Customer Care Manager’s direction.
- Maintain full and accurate CMS records.
- Identify matters to be escalated to Senior Management, Insurers etc and do so at the earliest opportunity.
- Ensure that all liaisons with internal colleagues, field staff and third parties are conducted in a balanced and professional manner.
- Remain aware of the requirement to protect customer data, work in a manner that ensures security of data and review your own actions to ensure data protection requirements are not breached.
- Report any breaches of data protection requirements, whether your own or others, immediately to line manager and DPO.
- Complete ad-hoc tasks and other duties as requested by Management as may from time to time be reasonably required.
- Remain up to date with all relevant policy, procedures and process guides on Sharepoint and undertake training as required to remain proficient in role.
- Suggest improvements and amendments to process and procedures to ensure best practice is maintained.

**Essential Requirements**
- IT Skills including proficiency in Microsoft Office: Word and Excel and Outlook.
- Strong communication skills, both written and verbal
- Ability to plan and prioritise a variety of tasks
- Excellent attention to detail
- Demonstrable Administration Experience and detailed response writing.
- Good level of general education to GCSE or equivalent
- Ability to work in a non-discriminatory manner, in accordance with the Company’s Equal Opportunities Policy
- Can demonstrate integrity
- Ability to deliver results and meet company expectations

**Desirable Requirements**
- 2 years administration experience
- Working knowledge of customer contact and/or complaints
- An understanding of High Court Enforcement regulations
- Knowledge of Debt Recovery
- Experience of using ZenDes

**Job Types**: Full-time, Permanent

**Salary**: £22,317.75 per year

**Benefits**:

- Additional leave
- Casual dress
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Free or subsidised travel
- Health & wellbeing programme
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Work Location: In person

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