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
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