Job Description:

Title: Customer Service Representative
Location: Coventry (CV6 5NX)

Rate: 11.56 per hour PAYE
Hours: 37.5 hours per week - 8 - 4 Monday - Friday

Contract: 3 months

Start date: 17th March 2025 until end of June

BOPS Enquires

For the Enquiries CSR's the users will be working customer applications for discounts with TFL, managing customer enquiries and accounts making amendments as per the customer requests, and in line with our business rules etc.

As a Customer Service Representative, you'll be responsible for the behind-the-scenes processing service of TfL's Scheme. You'll look after all web and email-based customer enquiries, such as applications, enquiries, complaints, written correspondence and other back-office activities.

You will move across different processes of the scheme learning new skills and processing different types of customer correspondence. The role will involve providing specialist advice, quick thinking and cross referencing to clear set processes, guidance and systems.

To provide excellent customer service in response to customer correspondence, ensuring all responses are clear and concise

Adhere to all policies, processes and business rules ensuring work items and customer responses are accurate
Process and provide complex advice on customer correspondence in accordance with strict set guidelines
Liaise with 3rd party agencies where required
Working within a target driven environment adhering to challenging quality and productivity targets
Understand and advise on processes using appropriate communication skills relating to the precise nature of the issue
Utilise the tools and resources available to ensure that policy guidelines are adhered to
Make quick decisions where authorised, in a timely confident manner preventing the need for escalations
To support/and or coach other team members when required
To contribute to overall achievements of required Service Level by maintaining agreed personal targets.
Embrace change and support continuous improvement by suggesting improvements to working processes, practices and systems to increase efficiency, quality and reduce risk
Abide by all Security Policies and Procedures ensuring any breaches are escalated accordingly. In addition, adherence to and acceptance of all Security Policies and Procedures appropriate to Transport for London contract
Abide by all Procedures associated with the Transport for London Service.
Ensure Health & Safety in the workplace, identifying and escalating any risks immediately

Skills requirements:

Excellent verbal and written communication skills.
Good numeracy and analysis skills
Ability to follow procedures accurately.
Excellent time management skills; be able to effectively manage a range of activities and projects at once.
Excellent attention to detail
Excellent knowledge of operational processes and procedures.
Good interpersonal and organisational skills.
Mature, positive outlook.
Ability to work across departments and with other organisations to promote common message.
High degree of integrity
Ability to work to tight deadlines and adapt/respond to changing requirements.
A customer focussed attitude.
Enthusiastic, confident self-starter
Team player who is enthusiastic and motivated
Self-starter and independent