Customer Service Advisor

JOB TITLE: Customer Service Advisor

ACCOUNTABLE TO: Team Leader - Intervention Archives

LOCATION: (On-site) Colonnade Point, Coventry,CV6 4BU

HOURS: Monday - Friday, 08:00am - 17:30pm, 7.5 hours per shift

PAY: 11.56, Subject to change inline with government legislation.

JOB PURPOSE:

To 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.

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.

Rewards & Benefits:
* Attractive pay rates
* Full paid training
* Instant access to Blue Arrow training portal
* Auto enrolment in pension scheme
* 28 days paid holiday

All applications will be subject to pre-employment and referencing checks, inclusive of paid for DBS.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.