Our client is a major service provider to the lettings sector and due to expansion they are looking to recruit a Customer Service Advisor.
Key Duties & Responsibilities:
·Assisting with the day-to-day delivery of the Operations Team in relation to systems, process and technical matters, including processing membership applications, renewals, amendments, refunds and cancellations.
·Monitoring of work across the Operations Team to include KPIs and SLA performance in terms of telephone and email answering.
·Assist the Operations Manager by providing detailed feedback on each staff member including induction, training and ongoing performance through agreed schedule of quality audits to ensure correct processes are being used.
·Conduct regular telephone call and email audits to ensure that correct advice in respect of process and operations is being given, highlighting any areas of concern to the Operations Manager.
·Responsibility for checking that system notes, logs and spreadsheets is kept up to date.
·Assisting with the day-to-day delivery of the Complaints service in relation to systems, process and technical matters, including accepting/declining cases, allocation, and case progression through to compliance.
·Monitoring of work across Complaints Team. This includes KPIs and SLA performance and completion of individual workloads of Case Assessors and Case Officers.
·Assist line managers by providing detailed feedback on each staff member including induction, training and ongoing performance through agreed schedule of quality audits to ensure correct processes and templates are being used.
·Conduct regular telephone call and email audits to ensure that correct advice in respect of process and operations is being given, highlighting any areas of concern to the relevant line manager.
·Responsibility for checking system notes, logs and spreadsheets is kept up to date.
·Delivering systems and process training for all new PRS starters and making sure correct processes are being followed.
·Investigating and responding to escalated complaints about the scheme.
·Responsibility for provision of management information and statistics to be used in completion of monthly and ad-hoc reporting, as well as end of year regulatory reporting requirements.
·Responsibility for arranging responses to DSAR and other information requests, ensuring all requests are fulfilled correctly and in time.
·Preparation of training materials, guides and practical delivery of training.
·Assisting with setting up new workflow processes/administration for the division.
·Where required assist with covering incoming telephone calls and/or PRS email inboxes and incoming post and postal logs.
·Ensure that all Company security procedures, as detailed in the Personal Information Security Policy, are followed and any areas of concern are notified to the relevant person.
Skills & Knowledge Required:
·A high level of English language skills with a proven ability to communicate clearly and concisely in writing, as well as verbally, is essential.
·Sound experience relating to complaint handling within a customer service environment.
·Excellent attention to detail to ensure that high standards of quality are consistently maintained.
·Sound knowledge of Microsoft office packages including Word, Excel & PowerPoint.
·Good understanding of PRS Terms of Reference and Conditions of Complaints.
·Strong attention to detail with good analytical skills coupled with an aptitude for planning and organising with the ability to meet deadlines.
·The ability to analyse information and/or problems, identifying key issues and actions required to generate service improvements is highly desired.
·Excellent interpersonal and motivational skills with the ability to work within a team environment and also across Departments so that effective working relationships are maintained.
·The ability to effectively plan and organise, making the best use of time and resources.