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Job description
Job title:
Customer Service Advisor
Line manager:
Senior Customer Service Advisor
Department:
Notice Processing
Overall Purpose of Post
To deal with both inbound and outbound contacts via written, electronic, and verbal communication
with our customers.
To review video footage of ANPR cameras and decide whether a contravention has taken place.
Obtain and record accurate information regarding answered calls on the appropriate system
provided for that contract.
To understand the customer needs to either provide them the help and support or signpost to the
correct team to deal with their enquiry.
To handle and resolve customer enquiries and complaints where possible or follow the escalation
process.
To ensure a high standard of professional practice is met at all times.
To maintain knowledge of our customer policies to ensure accurate decision making and letter
content.
Obtain and record accurate information on the customer database provided for that contract.
To ensure quality standards as set by the client and Management are achieved
Compliance with all KPI’s set by your Line Manager.
Ensure the security of any customer information that comes into your possession or becomes known
to you, and only share that information appropriately with colleagues and the client.
To liaise with other departments and the appropriate bodies associated with your department.
To maintain working relationships with colleagues and management.
To understand and adhere to the office policies and etiquette, including PCI 3.0 and ISO27001
protocol.
Continually develop own behaviours, skills, and knowledge.
Other duties and responsibilities
Personal Compliance
To understand the company’s mission and vision and to embrace and work to the company’s values.
To understand the requirements of the Regulators who regulate the company’s activities and ensure
that these are adhered to personally and by the staff, if applicable, managed by you.
To be fully aware of the requirement to treat customers fairly and to deliver both personally and
through your team.
To ensure compliance with the Financial Conduct Authority – Consumer Credit Sourcebook as it
relates to the post holder and how this applies to the fair treatment of customers.
To ensure that any incident which may involve a breach of any of the company’s policy is reported,
investigated to enable corrective action to be taken.
To ensure that any incident which may involve a breach of the money laundering rules is notified
without delay to the Money Laundering Reporting Officer.
To ensure personal data however obtained is properly protected in accordance with the requirements
of the Data Protection Act.
To ensure as far as reasonably practicable that all employees with whom the individual comes into
contact with, especially those directly supervised, are similarly aware of and conform to the Marston’s
personal compliance requirements and values.
Data Protection and Information Security
To ensure that you and your team members adhere to the requirements of the Data Protection Act in respect of confidentiality, security and disclosure of personal data. To ensure that you and your team members comply with Marston Information Security Management (ISMS) policies and procedures. To uphold Group Information Security Management (ISMS) policies and report any suspected incidents or any observed weaknesses with the companies Information Security Management System to your Line Manager or the Information Security Manager immediately. To ensure that you and your team members understand your/their responsibilities to reduce the risk of theft, fraud or misuse of facilities; To ensure that you and your team members are aware of information security threats, your/their responsibilities and are equipped to support ISMS in the course of their normal work to reduce the risk of human error; To be responsible for evaluating and reviewing the work carried out in your areas of responsibility including all related security responsibilities.Company Policy
To be aware of and always adhere to all company policies and procedures at all times To be aware of and always adhere to the general responsibilities as set out the in the Health and Safety PolicyGeneral
The post holder is expected to carry out, any other duties reasonably expected with the general level of the post The post holder will be subject to clearance through the Disclosure and Barring Service check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.