The Role
As a key member of the Customer Support team you will be responsible for supporting the Customer Support Department with various administrative tasks. You will handle a variety of customer‑related administrative duties and must do this in line with the Data Protection Act. This post is essential to the day‑to‑day running of the Customer Support Department and the business as a whole.
* To maximise customer satisfaction and business performance by providing administrative support
* Sort and distribute incoming mail; respond to all necessary mail within your level of authority and scan post onto the appropriate customer’s account
* Generate and prepare various letters to be sent to customers
* Assist with office administration such as filing, photocopying, scanning, data entry and other admin related duties
* Liaise with external companies regarding mutual clients
* Keep customers’ accounts up to date with correct and relevant information
* Respond promptly to SMS and emails to and from customers
* Liaise with various debt management companies via online portal
* Perform regular reconciliation to ensure accounts are flagged correctly
* Manage and instruct all Ethical requests from the Network
* Process deferment checklist requests for branch network
* Manage various tasks from the daily, weekly and monthly audit reports
* Manage vulnerable customer queues to ensure they are reviewed in line with business expectations and remove flags where applicable
* Assist the network with vulnerable customer queries and provide support via the Fresh service ticketing system, ensuring responses are timely
* Update accounts with Breathing Space information provided by the .gov.uk portal
* Send tailored messages to support and engage with vulnerable customers on behalf of the network, where appropriate
* Complete quality checks for the network based on a vulnerable keyword report; provide feedback to individual branches and report findings to the Customer Support Manager to monitor trends and address training needs
* Complete ad‑hoc administration projects requested by line manager
* Be subject to quality assurance checks each month with feedback on how to improve performance and customer outcomes
* Meet both individual and team targets each month and support colleagues through best practice sharing
What we're looking for?
* Strong interpersonal, relationship and communication skills
* Proactive nature with a good initiative
* Proficiency in standard computer software (Microsoft Office programmes)
* High level of attention to detail
* Excellent organisation and time management
Rewards
Successful applicants will receive comprehensive training through a company induction delivered at your branch. Salary is competitive alongside an annual bonus scheme.
* Bonus scheme
* Private healthcare for you and your partner
* Life insurance
* Excellent company pension (3% employee to 8% employer contribution)
* 25 days holiday plus Bank Holidays (you can buy or sell holiday days if needed)
* Cycle to Work vouchers
* Retail discounts
* Techsave scheme
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