Customer Care Specialist - Hybrid Working, Part Time

AJPT58945
£19000 - £22000

Customer Care Specialist - PART TIME

Nottingham City Centre

Hybrid Working - Need to be able to go into the office at least once a week if required

£19,000 - £22,000 Per Annum Pro Rata

Equipment provided to work from home

Monday, Wednesday, Friday - 16 hours a week

Responsibilities:

Service desk

  • Dealing with all incoming client queries and monitoring all ongoing service requests and seeing them through to completion
  • First point of contact for all clients
  • Offer basic support and information to customers enquiring about services and processes
  • Communicate with the Service Desk Team and other internal departments to ensure issues are dealt with as efficiently as possible

Incoming client queries

  • Receive and acknowledge clients queries and service requests, ensuring all necessary requests are entered into the management system correctly
  • Liaise with the client to effectively and fully understand their query or request, ensuring it is directed to the the appropriate department or service owner and with the right information to carry out the required work

Ongoing client queries

  • Liaise with clients to obtain additional or more detailed information when requested by other
    departments
  • Effectively monitor service requests being processed by the office and obtain regular internal
    progress updates to share with the client
  • Manage customer expectations effectively by communicating updates and the resolution status to the client as required

Client Issues

  • Receive and action the first stage of issues and complaints management in line with department
  • processes
  • Resolving any client issues professionally and autonomously, or escalate them to leadership or department managers when necessary to ensure a satisfactory outcome

Reporting

  • Responsible for overseeing the quarterly review process
  • Liaise with AM’s & office on upcoming reviews to ensure meetings booked in advance
  • Follow up on scheduled review meetings to ensure they happened and relevant info
    updated in account plans
  • Oversee & record the regularity of which clients have received face to face, over the
    phone, email or no contact at all, reporting to manager when a client hasn’t been seen
    for an unduly long time

Experience/Skills/Attributes:

  • Previous work experience within a customer service or contact centre environment
  • Excellent listening, verbal and written communication skills - able to listen, record and deliver
    information concisely and with clarity
  • Good organisational skills and able to manage time and duties with minimal supervision
  • Demonstrates an ability to prioritise work
  • Strength of character to be able to handle issues and complaints internally or with clients in a
    professional way with emphasis on equitable resolution
  • Be accurate and have attention to detail; ability to see underlying issues and identify areas for
  • Competent in the use of Email, MS Word, PowerPoint and Excel or GoogleDocs

Please only apply for this position if you can evidence, on your CV, the essential elements of the post.

Should this not be the case, you will only receive an automatically generated email response to your application with no further communication.