Customer Service Administrator

We are recruiting on behalf of our key client based in Dewsbury who are looking for a Customer Service Administrator to join their dedicated team on a permanent basis. 

This role is crucial in providing first-class support and guidance to individuals seeking information and assistance. The ideal candidate will be the first point of contact, ensuring that all inquiries are handled with the utmost professionalism and care.

• Manage a diverse range of calls, emails, and requests, adhering to organisational procedures and maintaining high standards.
• Coordinate verbal and written communication within the organisation, ensuring accurate and timely transmission of messages.
• Inform callers about the full range of local services offered, providing low-level advocacy support and guiding them to relevant resources.
• Process referrals into services according to organisational procedures and specified timelines.
• Contribute to the development and maintenance of information systems, including the Lamplight case recording system.
• Develop and maintain an accessible information library, both internally and externally.
• Support staff working in the community, aligned with the organisation’s lone working policy.
• Establish and maintain strong working relationships with various internal and external contacts.
• Gather feedback from stakeholders through quality surveys and assessments of customer experience.
• Demonstrate commitment to the organisation’s values and mission by delivering the highest level of service.
• Engage in team meetings, supervision, and training as required.
• Support projects and services by undertaking short-term or one-off tasks, including research.
• Ensure understanding and compliance with health and safety regulations within the team.
• Be willing to work across other offices in the area as needed.

• Experience in delivering a high standard of customer service as part of a team.
• Experience working with confidential information in line with data protection requirements (GDPR).
• Proficiency in Microsoft Office 365 and strong IT skills.
• Effective communication skills, with the ability to take accurate details and navigate computer-based information.
• Ability to prioritise and complete varied and multiple enquiries without continuous supervision.
• Capability to work calmly under pressure and maintain a helpful and positive attitude in a busy environment.
• Commitment to developing and continually improving service delivery.
• Competence in keeping up-to-date, accurate, and accessible records.
• Ability to reflect on and learn from experience, using supervision and peer support effectively.
• Ability to manage and prioritise a complex and varied workload.
• Awareness of safeguarding issues and the ability to report on them.
• Self-motivation and the ability to work under own initiative.
• A flexible and positive approach, working ethically and honestly.

Benefits:

As well as providing you with person-centred supervision and support to help you they offer:-

• Minimum 28 days holiday plus bank holidays (FTE)
• An extra day off for your birthday
• Employee Assistance Programme - offering a free and confidential helpline
• A Mental Health Day - a paid day away from work to focus on your own wellbeing
• Access to an employee benefits platform
• Family and carer friendly policies including flexible working
• Access to a healthcare scheme
• Workplace pension