Customer Support Administrator

• To maximise customer satisfaction and business performance by providing administrative support
• Sort and Distribute incoming mail. You will respond to all necessary mail within your level of authority and be responsible for scanning post onto the appropriate customer’s account
• Generating and preparing various letters to be sent to customers
• Assist with office administration such as filling, photocopying, scanning, data entry and admin related duties
• Liaise with external companies regarding mutual clients.
• Keeping customers’ accounts up to date with correct and relevant information.
• Timely responses to SMS and emails to and from customer.
• Liaise with various debt management companies via online portal
• Regular reconciliation to ensure accounts are flagged correctly
• Manage and instruct all Ethicall requests from the Network
• Process deferment checklist requests for branch network
• Manage various tasks from the daily, weekly and monthly audit reports
• Managing vulnerable customer queues to ensure they are being reviewed in line with our business expectations and removing the flags where applicable
• Assisting the network with vulnerable customer queries and providing support via our Fresh service ticketing system, ensuring these are responded to in a timely manner
• Update accounts with Breathing Space information provided by .gov.uk portal
• Sending tailored messages to support and engage with vulnerable customers on behalf of the network, where appropriate
• Completing quality checks for the network based on a vulnerable key word report. Feed back to the individual branches where necessary and also report findings to Customer Support Manager to monitor trends and address any training needs
• Complete ad-hoc administration projects requested by line manager
• The Customer Support Administrator will be expected to work within agreed policies and procedures, and will receive quality assurance checks each month with feedback provided on how they can improve performance and/or quality and customer outcomes
• The Customer Support Administrator will be required to meet both individual and team targets each month and therefore should be a team player, supporting colleagues and sharing best practice across the team to deliver improved performance or customer outcomes

• Strong Interpersonal, relationship and communication skills
• Proactive nature with a good initiative
• Proficient in standard computer software (Microsoft Office programmes)
• High level of attention to detail
• Excellent organisation and time management

• 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 even buy and sell holiday days if needed!)

• Cycle to Work vouchers

• Retail Discounts

• Techsave scheme

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