Job Title: Customer Service and Payment Support Officer
Salary: £23,000 (rising to £26,000 following a successful probation)
Location: Keele
Customer Service Function
- Deal with customer requests & queries through all methods of customer contact.
- Communicate with customer queries patiently and resolve the issue efficiently.
- Escalate any issues internally and appropriately to ensure customer issues are resolved.
- Respond to the problems of the customer in a timely and efficient manner.
- Look after customer accounts and update their transaction status.
- Draft the necessary documents, letters, or statements, as required by the customer and in line with internal process.
- Maintain up to date records of customer interactions, ensuring updates and resolutions are detailed.
- Coordinate with other internal departments to resolve customer issues.
- Any other reasonable duties requested as directed by management.
- Satisfactory completion of a basic Data and Barring security Checks (DBS) or other in-country security checks.
Finance Function
- Working collaboratively with the wider organisation’s finance team.
- Dealing with invoicing, admin and payments information on customer accounts.
- Ensure that reporting is in place and kept up to date for recovered fees and for throttled customers.
- Ensure accurate record keeping and customer comms where needed.
- Manage customer non-payment issues.
- Any other administrative duties as required.