Customer Service Administrator – Hybrid
Location: Hull (HU3), Hybrid – 2 days per week in office.
Contract: 12‑Month FTC.
Working hours: 35 hours per week, 8 am–6 pm Monday to Friday.
Salary: £24,506 per annum.
Role Purpose
The Customer Service Administrator is responsible for providing a friendly, timely, efficient and high quality first response triage service to all clients/stakeholders seeking support from our client’s Legal Advisory Service department and/or legal teams.
Responsibilities
* Answer incoming calls from clients in accordance with prevailing SLAs and KPIs, carrying out a preliminary assessment including onboarding new clients, verification checks, jurisdiction checks and determining the nature of call queries to direct calls efficiently to the appropriate advisor/specialist/team.
* Manage and respond to all emails received into various shared inboxes overseen by the Triage Team in accordance with prevailing SLAs and KPIs, carrying out preliminary assessments including onboarding new clients, verification checks, jurisdiction checks and determining the nature of the emails received to direct them efficiently and in a timely manner to the appropriate advisor/specialist/team.
* Use internal processes and systems effectively to set up new client matters and navigate ongoing or existing client matters.
* Carry out duties in a professional and respectful manner, complying with relevant professional standards and any requirement set by relevant regulating bodies that our client falls under.
* Maintain and develop the skills and attributes necessary to continuously provide a proper standard of service/high‑quality support internal and externally.
* Ensure work standards are maintained in line with our client’s expected quality assurance standards in addition to their internal policies, procedures and systems.
Skills & Experience
* Experience of working in a busy, fast‑paced call centre/contact centre environment.
* Experience of working in a front‑facing customer care service environment.
* Able to work to competing/multiple demands and deadlines.
* Attention to detail necessary as well as accurate information gathering from clients over the phone.
* Computer literacy.
* Knowledge of Microsoft Office applications.
If this sounds like something you would be interested in, then please click APPLY NOW! Alternatively send your CV to quotingCSAHULL.
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