Customer Service Quality

5 days ago

Galashiels, United Kingdom Pertemps Network Group Full time

Our client, a public sector body, see a **Customer Service Quality Support Lead**.

This role is initially for 4 months, with the potential to extend for a further 12 months.

The roles is remotely based, with occasional onsite working in Tweedbank in the Scottish Borders
**This attracts a day rate of £250 (inside IR35)**

**Main Accountabilities**:
2. Leading a small team of CS administrators

3. Deal effectively with escalated customer issues, providing information and advice on complex casework for staff and providing detailed resolution for consideration by senior managers.

4. Provide guidance, support and best practice to Customer Services Administrators on consistent effective processing, compliance and technical queries

5. Quality assure and authorise cases, including payments, prepared by Customer Services Administrators and ensure information provided to customers is in accordance with defined procedures in order to maintain consistency and accuracy.

**Essential skills**:

- An excellent team player and leader who is respectful to all colleagues
- Experience of delivering excellence in a digital customer service environment
- Some in-depth knowledge of pension scheme regulations/relevant primary legislation and an ability to utilise this to make decisions and resolve problems
- Experience of providing coaching, training and giving feedback in order to develop knowledge and skills in others
- Ability to organise and prioritise workloads, meeting and delivering to deadlines
- Excellent numerical and communication skills, written and oral
- Knowledge of MS Office with good IT skills and some digital systems experience
- Knowledge of HMRC rules
- Knowledge of Data Sharing Rules and Regulations
- Understanding of Project Lifecycle

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