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JOB TITLE Customer Service AgentACCOUNTABLE TO Team Leader - Intervention ArchivesLOCATION Colonnade Point, CV64BU Coventry HOURS Monday - Friday, flexible 08:00am - 17:30pmPAY RATE £11.56JOB PURPOSETo receive incoming calls and emails regarding Interventions. To receive and process requests for files/ documents which may be held in the SRA's intervention Archive.KEY RESPONSIBILITIES * Handle incoming telephone calls and emails from clients and solicitors, provide updates on cases and explain actions needed and reasons why.* Identifying Client needs, providing solutions and managing client expectations.* Escalating customer issues with management when required.* Receive, assess and acknowledge incoming documentation and direct appropriately.* Updating In House databases with accurate and up to date information.* Link incoming documents to existing applications and update records* Interrogate databases and spreadsheets to locate information regarding interventions, requests and files and documents.* Taking responsibility for chasing information and keeping clients updated.* Support the intervention process.* Ensure all aspects of confidentiality are strictly observed.* Ability to comply with Health & Safety instructions and guidance.* Provide support as and when required to the Team Leader including any other tasks which will be in line with customer and business needs. * Ensure all responsibilities to be carried out in line with local and company guidelines.KEY SKILLS & QUALIFICATIONS* GCSE Maths and English* Good knowledge of MS office and a working knowledge of general IT systems* Excellent communication skills both oral and written with the ability to communicate at all levels.* Excellent Listening Skills and the ability to manage calls in a timely and effective manner.* Excellent customer service skills - the ability to effectively communicate clearly with demanding customers.* Excellent attention to detail with the ability to work accurately under pressure and "right first time" approach.* Excellent organisational skills, ability to prioritise work and multi-task.* Ability to work to tight deadlines.* Ability to follow processes and procedures.* Ability to work with minimal supervision on routine matters but recognise when escalation or further guidance is needed.* Ability to work as part of a team.* Ability to work flexibly in a changing environment with a "can do" attitude with all tasks in line with customer and business requirements.* Experience of manual handling.
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