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JOB TITLE Customer Service Agent
ACCOUNTABLE TO Team Leader - Intervention Archives
LOCATION Colonnade Point, CV64BU Coventry
HOURS Monday - Friday, flexible 08:00am - 17:30pm
PAY RATE 11.56
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.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
