Customer Service Advisor
- Hartlepool, County Durham
- Contract
- Full-time
- Professionalism in gathering the data
- Sufficient and accurate data recording
- Recording in a timely manner.
- Liaise with applicants to process information into the Northgate System.
- Undertake eligibility checks with the applicant, seeking information direct from the applicant and utilising additional computerised interfaces for confirmation.
- To fully understand the legislation and criteria involved in the various eligibility services.
- To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls.
- To complete statistical information as instructed by the Service Manager
- To act on requests for support regarding system access and used by the customer.
- To work as part of the team in achieving targets set by the Service Manager
- Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
- Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence
- 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.
- Excellent knowledge of Google Mail and its additional functions such as: Google Drives, Google Forms, etc.
- 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.
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
- All offers are subject to satisfactory vetting, financial probity check, references and occupational health checks.
- Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.