A key member of the Customer Support team, you will support the Customer Support Department with various administrative tasks and customer‑related duties, ensuring compliance with the Data Protection Act and supporting the business as a whole.
Responsibilities
* Maximise customer satisfaction and business performance by providing administrative support.
* Sort and distribute incoming mail, responding within your level of authority and scanning 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 related duties.
* Liaise with external companies regarding mutual clients.
* Keep customers’ accounts up to date with correct and relevant information.
* Respond timely to SMS and emails to/from customers.
* Liaise with debt management companies via the online portal.
* Regularly reconcile accounts to ensure correct flagging.
* Manage and instruct all Ethicall requests from the Network.
* Process deferment checklist requests for the branch network.
* Manage tasks from daily, weekly and monthly audit reports.
* Manage vulnerable customer queues, review 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 timely responses.
* Update accounts with Breathing Space information from the .gov.uk portal.
* Send tailored messages to support and engage vulnerable customers on behalf of the network when appropriate.
* Complete quality checks for the network based on a vulnerable keyword report, feed back to branches, and report findings to the Customer Support Manager.
* Complete ad‑hoc administration projects requested by the line manager.
* Work within agreed policies and procedures, receive monthly quality assurance checks, and improve performance and customer outcomes.
* Meet both individual and team monthly targets, support colleagues and share best practice to improve performance and customer outcomes.
Qualifications
* Strong interpersonal, relationship and communication skills.
* Proactive nature with initiative.
* Proficient in standard computer software (Microsoft Office).
* High level of attention to detail.
* Excellent organisation and time‑management.
Benefits
* Salary competitive with an annual 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 and sell holiday days if needed.
* Cycle to Work vouchers.
* Retail discounts.
* Techsave scheme.
* Comprehensive training through company induction and ongoing support.
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