Customer Service Advisor

Company DescriptionIngeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives. Job DescriptionWe are delighted to announce exciting opportunities to join us as a Customer Service Advisor as the first point of contact for many claimants accessing the Health Assessment Advisory Service. The Claimant Advisor's ensure claimants' queries are resolved in a timely manner and are responsible for ensuring accurate recording of data and dealing with general administration to a high standard. Roles are available in Birmingham or Stockton on Tees and can be on a Hybrid basis.

Responsibilities

• Managing a large amount of inbound and outbound calls in a timely manner
• Handling claimant enquiries as the single point of contact for claimants and other third parties using the enquiry service
• Taking responsibility for enquiries from first contact through to conclusion
• Providing a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times
• Ensuring that call scripts and documented procedures are followed at all times to ensure the quality and consistency of calls
• Logging information taken on calls / enquiries accurately and in a timely manner on the relevant systems
• Providing advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance
• Escalating any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution
• Supporting the Claimant Enquiry Team and other support functions with any associated administration tasks as required
• Commitment to personal and professional development, ensuring all necessary learning is completed
• QualificationsEssential Criteria: Previous experience in a customer service role
• Previous call handling experience
• Strong customer service skills
• Excellent written and verbal communication skills
• Good interpersonal skills
• Analytical and problem-solving skills
• IT literacy including the ability to type/ data input accurately, and at speed
• Previous experience using CRM databases
• Organised and able to manage time productively
• Flexible and able to adapt and respond well to change
• Division: HAASEmployment Type: Full Time / Permanent

Compensation

up to GBP 27495 - yearly