Customer Service Assistant- Southampton
Job Purpose
Perform a wide range of customer service activities, along with administrative, and basic facility management tasks; for the company, to facilitate the efficient operation of the business.
Key Responsibilities
* Provide primary 'front-service' support for all methods of inbound communications and enquiries, i.e. phone, email, and ensuring full and accurate customer record management notes are entered into the central database system
* Conduct all Pre-Assessment administration, e.g. sending of booking confirmation emails, chasing student documents, sending appointment reminders, sending relevant pre-assessment information to assessors, and uploading all pre-assessment documents to records and general enquiries
* Book DSA Assessments, in accordance with resource availability and effective deployment
* Conduct all Post Assessment administration, e.g. sending of needs assessment reports, retrieving and uploading all post assessment documents to records and effective query management
* Responsible for effective and successful full query management (see below point)
* To be first point of contact for all Queries; to provide confirmation of receipt of query, entering details into record; to take necessary action to provide answer/solution (predominately through liaising with Assessors) and communicate with the customer
* Monitor all Pre and Post Assessment cases/records within the system to ensure they move through the delivery stages efficiently, and chase work when needed
* Ensure the accurate and completion of customer records on the central database system
* Retrieving, uploading and sharing relevant Pre-Assessment customer documents
* Support the whole DSA needs assessment administration process in accordance with guidelines, KPIs and the company's service standards and agreements
* Prioritise workload to ensure full cover of inbound communications and planned work is completed along with day to day requirements
Person Specification
Essential Criteria
* Excellent communication and interpersonal skills - written and verbal
* Planning and organising skills
* Superior attention to detail and accuracy
* Solid communication skills, both written and verbal
* Computer skills, particularly with Microsoft suite, corporate databases
* Problem solving, analytical and critical thinking skills
* Flexibility and Adaptability
* Teamwork
* Integrity and Honesty
* Familiarity with business principles and practices, especially confidentiality, Data protection and privacy
* Ability to remain calm under pressure and to handle difficult and/or sensitive customers and issues
* Relevant experience in customer service/administrative support roles
* A good level of English spelling and grammar
* Relevant experience working with customer record systems and data entry duties
Desirable Criteria
* Ability to work autonomously, manage priorities, and workload with confidence
* Proven knowledge of clerical and administrative procedures
* Experience of working in a fast paced and demanding working environment
* Knowledge of Microsoft Office software
Additional Information
Full-time
Flexible Working Arrangements Available on Request (pending approval)
A basic DBS check is required. The cost of this will be covered by the organisation.
All employees will be enrolled on the People's Pension Scheme and SimplyHealth plan.
Company Values and Behaviours
* Embrace and drive continuous improvement.
* Promote a customer and learner-centred culture and approach.
* Strive to be the best – expertise, quality, and capability.
* Implement a proactive, transparent, and integrated end-to-end service.
* Deliver service excellence, with a continued desire to go above and beyond.
* Be encouraging and invest in continuous learning and development.
* To value, respect and understand an individual's contributions, specialisms, and needs.
* To inspire confidence and empowerment through encouragement, engagement and providing opportunities for individuals to demonstrate their potential
* To conduct ourselves and treat others with integrity, dignity, and sincerity.
* Be positive.
Disability Confident Committed
As part of our commitment to being a Disability Confident Committed employer, we welcome and encourage applications from disabled candidates and are committed to ensuring an inclusive recruitment process. If you require adjustments at any stage, please let us know – we're happy to support you.
Under the Disability Confident scheme, we aim to offer an interview to candidates who meet all of the essential criteria for the role and apply under this scheme. To signal this in your application, you're welcome to use the following statement in your email:
"I would like to apply for this position under the Disability Confident scheme."
Job Type: Full-time
Pay: From £24,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Education:
* A-Level or equivalent (preferred)
Experience:
* customer service: 2 years (preferred)
Work Location: In person