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- To investigate and provide satisfactory solution in response to complex/sensitive client complaints/queries, utilising experience to make a judgement when cases require referral to a more senior manager.
- To investigate and respond to queries, complaints and enquiries involving customer interaction around complex cases in high pressure service environments
- Represent the service, as required, on relevant projects and undertake more in depth research/analysis work and attend financial meetings on behalf of the Manager.
- To be involved in recruitment process and provide induction and support to staff on financial processes within the home.
- To retrieve standard reports and co-ordinate the provision of statistical/budget information from manual and computerised systems
- To provide support to the team by dealing with administration and incoming calls some of which may need immediate referral to staff on duty.
- To maintain up-to-date information, resources, forms and stationery systems, ensuring adequate stocks are available by liaising as needed
- Comprehensive knowledge of IT systems, databases, websites in relation to providing an efficient business support service
- Excellent and working knowledge of MS Word, Excel, PowerPoint and Outlook
- Ability to investigate and respond effectively to minor customer complaints, judging appropriately when to escalate an issue to the Team Leader.
- Good organisation skills to ensure accurate storage, maintenance and retrieval of information
