Customer Representative

Role: Handling customer complex enquiries around general scheme information and account based queries both in back office and call taking for front office enquiries across multiple workstreams

• To provide excellent customer service in response to customer correspondence, ensuring all responses are clear

and concise

• Adhere to all policies, processes and business rules ensuring work items and customer responses are accurate

• Process and provide complex advice on customer correspondence in accordance with strict set guidelines

• Liaise with 3rd party agencies where required

• Working within a target driven environment adhering to challenging quality and productivity targets

• Understand and advise on processes using appropriate communication skills relating to the precise nature of the

issue

• Utilise the tools and resources available to ensure that policy guidelines are adhered to

• Make quick decisions where authorised, in a timely confident manner preventing the need for escalations

Starting 9th November.

· Duration: Initial 12 weeks, with strong potential for extension

· Working pattern: Office-based for 4–6 weeks (9 November to at least 11 December potentially up to 22 December)

· Then transition to working from home

· Hours: 08:00–16:00, Monday to Friday

Role requirements:

Strong reading and comprehension skills

Excellent written communication and letter-writing ability

Ability to follow detailed business rules and interpret complex information

Ability to complete thorough investigations

Ability to adapt and change to working on different workstreams