Job Description

Roles & Responsibilities

What You ll Do

The accountabilities and responsibilities of the role will vary according to the specific assignment(s) at any one time: -

To ensure customer activity requirements are met and service level agreements are achieved ensuring we are keeping the promises we have made to our customers.

To work to agreed key performance and productivity measures, meeting and exceeding these targets.

To provide exceptional customer service to our customers through a variety of different communication platforms.

Interpret information from a variety of sources, be it written, verbal or from analytical support functions, to support appropriate decision making and impactful actions.

Accurately and consistently record information to aid continuity and excellence in individual customer experience, as well as continuous improvement of the function as a whole.

Management of all Customer Relations Departments administrative activity

Logging and raising complaints and dis-satisfactions raised by our members

Tracking of all volumes of work produced, highlighting any improvements upwards to direct line manager.

Collection, Scanning and attachment of all customer correspondence.

Swift queue management and task distribution.

Liaising with internal and external stakeholders

Share success and flag challenges and ideas in a timely and constructive manner to support excellent customer experience and continuous improvement of the function.

Multiskilled over different areas of work the team complete to ensure we can deliver the outcomes to our customers within the agreed time scales.

Quickly and effectively respond to change to support an enhanced customer proposition including automation.

Work with key stakeholders to complete and enhance the customer experience.

What You ll Bring

The role holder is expected to have the following qualification(s), skills and experience:

exceptional interpersonal skills and a genuine desire to provide an exceptional service to every customer.

resilience, driven by results and enjoy working as part of a team and individually.

Flexibility and multi-tasking

Confident using a PC is helpful

Customer focussed

Making the fair treatment of our customers central to all you do

Strong team player

Well developed communication and interpersonal skills

Desired Candidate Profile