Job Title: Customer Service Specialist Location: Loughton Shift: 9am - 5pm, Mon - Fri Pay Rate: £11.79 per hour Contract: 12 Months
RESPONSIBILITIES:
You are responsible for providing support in customer service functions in order to continue
to provide our customers with the very best service possible. To achieve this you will be
expected to;
? Work methodically to ensure that standard operating procedures are followed and that workload is prioritised appropriately to meet agreed SLA's / KPI's
? Acurately complete all tasks performed which may include but are not limited to;
? Work methodically to ensure that the standard operating procedures are followed
and that the workload is prioritised appropriately and meets agreed SLA's
? Use reports and dashboards to ensure that all available paperwork and results are allocated appropriately and that there are no cases on the outstanding list at the end of each day
? Upload results to the Sentinel Database
? Liaise with Occupational Health Physicians to obtain fit slips and reports following appointments, following up on the progress of cases where further information is required to complete the case
? Ensure that the review and reporting of results is performed in a timely manner within SLA
? Ensure that all paperwork is uploaded on to the system, data entered accurately and information allocated correctly. Regularly following up on outstanding information which is preventing a case from being closed
? Diligently answer queries from customers via telephone and email, answering the customer services phone line within 3 rings
? Participate in complaint investigation and audits as and when required
? Ensure standard operating procedures remain up to date
? Proactively contribute to process improvements, suggesting ideas which would benefit the efficiency of your team
? You should understand the Key Performance Indicators (KPIs) which directly relate to your team performance and identify ways of improving performance against these targets
BASIC QUALIFICATIONS | EDUCATION:
? Previous experience within an administrative or customer service role
? Excellent verbal, written and communication skills
? A dynamic team player who is collaborative but leads by example
? IT literate with a good level of experience in Word, Excel & Outlook
PREFERRED QUALIFICATIONS:
? Proven experience in an administrative or customer service position
COMPETENCIES:
? Achieve - Be a role model and instilling the values of the organisation, driving the understanding and importance of good customer service in the overall delivery of service to the customer
? Grow - Complete tasks and other ad-hoc projects that may arise as directed by your Supervisor / Manager
? Engage - You will be required to communicate with other members of your team to ensure work is completed and prioritized accordingly
? Develops Talent - Be innovative and suggest ways to help us improve and develop
? Drives for Results - Monitor and manage changes to demonstrate improvements in KPI's or performance related issues
? Focuses on Customers - You will be customer focused with previous experience in working in a busy team.
An equal opportunity employer, The client welcomes and encourages diversity in
our workforce.
We provide reasonable adjustments to qualified individuals with disabilities. To request a
reasonable adjustment, please speak to your line manager or HR contact.
Randstad Business Support is acting as an Employment Business in relation to this vacancy.