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Clerical/admin Officer

3 weeks ago

Cardiff, United Kingdom Brook Street Full time

**Job description**

Job Title: CSC Cardiff Administrative Officer - Customer Registration

Grade: AO

**Job Purpose**:
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To provide general administrative support to the Customer Service Centre which works to safeguard animal health and welfare. The work will involve answering calls from customers on a daily basis and being responsible for providing an appropriate response. It will also involve updating information systems, inputting data into databases, liaising with the public, and other stakeholders to ensure records records are up to date

**Position & Key Relationships**

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Reports to: Executive Officer (Team Leader)

Key Relationships: Team leaders, colleagues within the office, field staff, and corporate teams, delivery partners, external customers and stakeholders.

**Scope of Job**:
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Delivery
- Answering telephone queries on the Helpline and following up enquiries that cannot immediately be resolved within a prescribed timescale
- Ensure accurate records are kept and updated accordingly
- To be aware of targets and the quality of work required within your team and work according to those defined standards and performance levels

**Administrative procedures**

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*To take responsibility and accountability for the delivery of your workload within a set of defined and agreed administrative procedures
- Ensure actions are carried out in accordance with the procedures and within the necessary timescales
- Provide support and guidance to others (internally and externally) on procedures
- To work within a framework of instructions or established procedures and identify areas where work processes can be improved

**Use of Information Systems**

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*Inputting data and information onto the bespoke data capture systems used within your Business Unit ensuring data quality is maintained
- Keep records and update files

**Customer Service**

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*Liaise with and provide excellent customer service to stakeholders, delivery partners and customer, both internal and external, understanding and appreciating their needs and requirements
- Respond to requests from the public for information and guidance and provide accurate and timely information to our customers
- Update information held on our information systems by liaising with the public
- To manage customer expectations and identify areas where the customer experience may be improved both within you team and across the wider unit.

**Responding to Emergencies**

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*Is flexible to adapt to changing situations within the office, responding with energy and commitment to take on additional tasks that may be outside the normal day to day duties

**Key Skills**:
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*Well organised
- Positively responds to change
- Customer service focused
- Accuracy inputting data and collating/filing paperwork

**Experience**:
***

**Essential**:
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*Familiar with the use of basic Microsoft packages Outlook, Word, Excel

**Desirable**:
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*Previous telephony experience
- Previous experience of working in an office environment
- Good IT skills

**Education**:
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*No specific educational requirements