Job Title - Customer Service
Pay - £11.66 per hour
Hours - 37.5 hours per week
Working pattern - Monday to Friday, 1 in 4 weekends, (8hours shifts between 7:30am - 6pm)
Location - Cardiff, Anchor Court South Building
Job Description -
- Answering customer queries via telephone and providing accurate information in a polite and professional manner.
- Ensure speed of answer and the telephone abandon rate are within agreed service levels.
- Managing all customer queries in line with Regulations, delivering first-call resolution where possible.
- Respond to customers via written and electronic correspondence by ensuring all UK Ship Register documentation is correct and complies with relevant Regulations.
- Maintain a high level of quality monitored through Monthly Quality Check and Customer survey feedback.
- Ensure all customer and vessel details are accurately recorded on the Digital UKSR system.
- Provide a registration process which is delivered within agreed service levels, dealing with all customer enquiries and issues as they arise, demonstrating a proactive and positive attitude.
- Ensure transactions are completed within 5 working days and 2 working days for Premium and urgent cases.
- Process applications and correspondence within MCA Service Standards in order to achieve a "team" monthly performance of a minimum of 95%.
- Maintain a high level of quality and productivity monitored through the performance reporting tools.
- Proactively deal with all customer enquiries as they arise and within agreed service levels.
- Process customer applications and all documentation to ensure all certification and issued documentation is accurate and received by the customer in a timely manner.
- Process all customer payments ensuring all action taken is GDPR compliant.
- Maintain accurate and up to date information on all MCA databases including the Digital UKSR platform.
- Sort and record incoming post (physical and online), scanning and recording
documentation as required.
- Understand the role and how it interacts with other relevant MCA departments and teams (e.g. Key Account Managers) to ensure that the customer remains at the heart of any action taken or decisions made.
- Actively support other colleagues and team members to meet the needs of the business in line with the Civil Service Code and MCA Values (of Safety, Professionalism, Trust and Respect).
- Maintain a high level of security at all times.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.