Customer Service Advisor

Come join us and make a difference in the world!

Discover more at www.necsws.com

Work Schedule: Mon-Sat (5 days working on Rota)

Operational Excellence responsibility

Act as a key deliverer of the NEC Appeals Service contract/s.

Responsibilities

Receiving and inputting postal appeals on to the CMS; Professionalism in gathering the data; Sufficient and accurate data recording; Recording in a timely manner.; Ensure all appeal correspondence is available within a suitable time.; Ensuring evidence from both parties is attached to the right case,; Liaise with appellants to ensure all correct information is received.; Respond and action queries received from appellants; Respond and action queries and requests from London Councils Staff; Correctly identifying what type of data/correspondence it is (e.g. Notice of Appeal, evidence from EA, evidence from appellant, case related correspondence, non-appeal/non-case related correspondence),; Filing data/correspondence appropriately and cross-referencing to other documentation as appropriate,; Preparing and distributing outgoing correspondence and reports emanating from the system, whether electronically or in paper form,; Assistance to adjudicators in minor administrative functions relating to appeals, including (but not limited to) providing, on request, un-scannable evidence for consideration by the adjudicators,; Assisting service manager and senior officer with additional duties where required.; Works closely with the System Administrator to ensure recording and escalation of information.; Perform all duties with minimum supervision; Maintain excellent attendance levels in line with the NEC attendance policy; Maintain an excellent attitude within the Business Centre, acting as an ambassador at all levels, taking on additional duties as and when required.; Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills. Be available to travel off site for this if required.; Responsible for meeting personal targets

Requirements

Experience of contact / processing centre working.; Experience of processing data with attention to detail and good accuracy; Excellent telephone manner; Knowledge of service centre processes, policies and procedures, such as escalation procedures, service level agreements and client service standards.; Excellent computer skills – especially MS office in the area of excel and outlook.; Excellent communication and written skills with the ability to work confidently with customers and internal colleagues; Demonstrable track record of meeting and exceeding operational targets.; Well organised; Team worker – able to work with colleagues to achieve targets and objectives.