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Posted 17 January by The Northview Group Easy Apply Ended

Overall Purpose of Job

Complete all internal and external information/change requests for accounts serviced by us, and generate responses in an accurate and timely manner in adherence with policy, procedure and regulation.

Key Accountabilities

  • Plan and prioritise allocated workloads against agreed service standards/KPIs.
  • Take ownership for investigating and responding to customer requests accurately
  • Carry out post, email and fax duties where required
  • Ensure all work completed is done so in accordance with applicable regulation and policy
  • Manage risk when completing daily activities
  • Identify process improvements and efficiencies

Experience, Knowledge, Skills

  • Experience of working within a fast paced environment with a desire to exceed expectation
  • To work as part of a team and embrace change whilst adopting a positive attitude if faced with challenging situations
  • Target driven environment
  • Microsoft office applications
  • Interpret and respond clearly and effectively to spoken requests over the phone or in writing
  • Understanding of Customer Administration Processes and Policies
  • To uphold and promote the Acenden customer experience framework to ensure we do the right thing for our customers, people and clients

Candidates will be effective at:

  • Attention to detail and accuracy
  • Keying, Processing, Indexing incoming workloads
  • Using and understanding core systems within Customer Administration
  • Balancing customer requirements with departmental objectives
  • Planning
  • Taking ownership of queries and responding within a timely manner


  • GCSE Maths and English grade C or above or equivalent/ Numerical and literacy

Required skills

  • Administration Duties
  • Administrative Duties
  • Business Process
  • General Administration
  • Quality Procedures

Reference: 33873507

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