Customer Service Advisors

Hours: 35 hours per week

Contract: Permanent

Salary: £28,000 - £30,000 per annum

Location: Milton Keynes – Agile working

Our client is a not-for-profit organisation responsible for the accreditation, and audit of, medical report providers that produce the first fixed cost medical report in low value RTA claims involving soft-tissue/whiplash claims and non-soft-tissue claims up to the value of £5000.

The organisation is run by a non-executive Board made up of industry stakeholders and works closely with the Ministry of Justice. Day to Day activity is driven by several key sub-committees, chaired by directors, with responsibilities to deliver company objectives, manage risk and to ensure users produce fit for purpose quality medical legal reports.

The role:

The role of Customer Service Advisor is to provide first-line support to customers in the registration and administration of accounts and to support the Board and its committees to deliver against their objectives using MI to assist with decision making. The role sits within a small, supportive team, all playing a different part in the key objectives of the organisation.

Key duties and responsibilities:

• To handle incoming customer enquiries via phone and email and to log and direct to the appropriate agent.
• Provide accurate information about their services, policies, and procedures.
• To monitor and process new user registrations and user request for amendments to accounts.
• To monitor and provide technical support to incoming customer queries with escalation to the third-party IT supplier where needed.
• To refer issues and complaints in line with the appropriate procedures.
• To monitor and process user payments for new applications and renewal fees, including the withdrawal of users that fail to meet payment deadlines.
• To liaise with the third-party training supplier to remove withdrawn accounts to ensure compliance with policies and GDPR.
• To conduct regular compliance reviews on accounts to ensure users meet the ongoing objective criteria for registration, to include checks with industry regulators, companies house and the provision of updated insurance policy documents.
• Take ownership of business processes and documentation.

Person specification:

Essential:

• Must have GCSE English Language minimum grade C / 4 or equivalent.
• Level 1 or 2 Certificate in Customer Service.
• Good level of IT competency to include – MS Outlook, Excel and Word and Power BI.
• Previous experience in a customer service environment – call centre or similar support role.
• Possess excellent communication skills – verbal and written.

Desirable:

• GCSE Mathematics minimum grade C / 4 or equivalent.
• NVQ / BTC Customer Service qualification.
• Experience with using customer service software and/or with CRM systems designed to log and maintain customer service cases.
• Experience of working with confidential data and an understanding of data protection.

Our client offers in return:

The holiday entitlement for full-time workers is 23 days plus any public and bank holidays that are not worked. Holiday entitlement then increases with length of service.

• Enhanced maternity/adoption/paternity pay after 1 years’ service.

• Carer Leave for up to 5 days per year, at basic rate.
• Occupational Sick Pay after 1 year’s service.
• Private Medical Insurance (individual) after 1 years service
• Life assurance (4x salary) after 1 years’ service
• A ‘Contributory Group Stakeholder Personal Pension Scheme’ where you contribute a minimum of 3% of basic salary & the Company matches up to 5%
• Agile working – current pattern of 50/50 office/home. 100% office during probation/training.
• Beautiful offices to work from with free parking.

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