Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm
Location: Home based, fully remote
Salary: £22,425 per annum
MAIN OBJECTIVES
• Working in a varied and fast paced environment our Customer Service Teams work to promote a culture of customer satisfaction by delivering prompt, accurate and thorough Customer Care and understanding each of our customer’s needs.
• Take ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data. Delivering prompt, accurate responses, understanding each of our customer’s needs and developing relationships
• Trained and provided with the tools and technology to respond to our customer’s needs, our Client Services team can enjoy working on a variety of tasks throughout the working day, reaching across geographical boundaries.
• Listening and connecting with both our customers and our internal departments to address customer’s needs, our teams are problem solvers, who constantly strive to improve customer satisfaction.
SPECIFIC DUTIES
• Processing and booking all 2-hour response Callouts for A&D Testing for our clients
• Processing and booking scheduled, ad-hoc and Random testing for our clients
• Call Handling
• Provide professional, timely and accurate responses to all enquires
• Processing payments
• Preparing and sending correspondence containing personal sensitive information – in line with current GDPR
• Assist with general administrative duties to meet business needs as required.
• Highlight service level issues to Line Management, actively contributing to enhancing the culture of customer satisfaction.
• Support with implementation of new clients and updating current client requirements with high levels of accuracy and urgency.
ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES
• Understand, demonstrate, and promote the Company’s Genetic Code
• Assist with induction and training of new employees.
• Manage confidential data in line with the Data Protection Act
• General Office Duties
• Contribute ideas and suggestions to continuously improve the Customer & Employee Experience
• Assist with colleagues work during absences.
• Attend meetings and training sessions as required.
• Any other request made by a manager or Director.
• To comply with Data Protection Legislation and Information Security requirements, such as ISO 27001.
• To ensure commitment to impartiality, confidentiality, integrity, and accessibility of information.
• Adhering to policy, procedure, regulatory, customer and standard requirements relating to quality, information security and environmental management systems.
REQUIREMENTS FOR THIS ROLE
• There are no formal qualifications required for this role however an NVQ Level 2 (or equivalent) in Customer Services or Administration and an English GCSE A-C are desirable.
• Experience in an Administrative or customer service role including Call Handling is essential.
• Knowledge of Outlook, Word and Excel is essential, and knowledge of PowerPoint is desirable.
• Geographical / Logistical knowledge is desirable.
CORE SKILLS & BEHAVIOURS
• Demonstrable administrative skills
• Demonstrable Customer Service experience
• Good UK geographical knowledge
• Diary management experience
• Organisational skills
• Exemplary communication skills
• Professional telephone manner
• Proficiency in Word, Excel, PowerPoint & Outlook
• Time planning and priority setting
• Good Interpersonal skills
• Flexible in approach
• Responsible
• Well Organised
• Professional in appearance and approach
• Able to work alone or as a team
• Trustworthy and Honest
• Calm under pressure
• Willing to learn new skills
• Efficient
• Enthusiastic and Proactive
• Possess a positive can-do attitude
