Job Title: Customer Service Administrator (SIIL/UIB)
Location: Ringwood, Hampshire, United Kingdom
Salary: £21,218.66 basic annual salary + bonus
Hours: 2 paid hours per week.
Shifts: 5 x days a week in the office.
The Customer Service Administrator will be the central point of contact in relation to all digital post, hard copy post, goneaway returns, putting refunds on to VDOC, completing mailings on the campaign, ensuring that all FCA and Maltese regulations are both auditable and adhered to.
The Customer Service Administrator will also be required to complete additional tasks required within the role and to work on UK admin and UK calls as required by the campaign.
As the products are highly regulated, the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly) and FCA regulations and Malta regulations.
The role is a permanent role.
The person successful for this role will need to be flexible with working hours if required.
Skills Requirements
1. Ability to assimilate, relay & provide information whilst paying close attention to detail.
2. The ability to stay focused and controlled, ensuring all core elements are addressed methodically.
3. The ability to work independently and also work effectively within a team.
4. Work closely with all the departments.
5. Deal with all the payments related to Customer Service.
6. Complete mailings as and when they come up.
7. Complete hard copy post, APC returns and goneaway returns.
8. You will be expected to complete additional duties when required.
9. Work on UK admin cases.
10. Work on UK calls.
11. Organised and able to plan their work to meet deadlines.
Essential / Desirable
* Fluent in English, all systems written in English.
* Proficiency in Microsoft Office Suite.
* Great attention to detail.
* Able to work using their own initiative, under pressure and as a part of a team.
* Other relevant languages a bonus (increases team flexibility).
* Persuasive, resilient, enthusiastic personality.
* Confident and Organised.
* Previous administrative experience.
* Focused on quality of their work and meeting deadlines.
* Team Player.
* Experience of working in a regulated environment.
What Are We Looking to Achieve?
* Ensure we are delivering an exceptional level of customer service for telephone calls, admin, complaints and Quality.
* All targets set are met every month.
* Great customer feedback and customer survey scores.
* Quality score of 95% or above every month.
This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business.
Benefits
* Konecta has a fun and sociable team environment working culture.
* 50% discount with More bus for monthly and quarterly tickets.
* Pension Scheme with Standard Life.
* Eye test vouchers and discounts.
* Discounted corporate gym membership.
* Involvement with local charities and fundraising days.
* Campaign specific benefits including discounts, incentives and prizes.
* Recommend a friend scheme paid reward of £500.
* Recognition and Voucher rewards.
* Cycle to work scheme.
The Customer Service Administrator will report into the Customer Service Manager and will have various support from colleagues nearby which will always be on hand.
With given notice, Konecta reserves the right to change your working hours.
While you will be supporting the contract, whose opening hours are 8:00am - 5:00pm Monday to Friday, your Konecta contracted hours will be 8:00am - 10:00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. You will also be required to attend mandatory training and mandatory event sessions the campaign holds and come into the office when required or requested.
The training period for the role is about 2 weeks. During this time you will be trained on how to complete all your tasks.
There will be ongoing training throughout your employment as and when required.
The Customer Service Administrator will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.
Across the campaign the team will have SMART objectives. These will be communicated by the manager (on behalf of the client). Growth and development are encouraged and supported and over time the Customer Service Administrator will have the opportunity to progress their role and take on additional duties.
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