Customer Services Advisor
1. OBJECTIVE OF JOB
To provide an accurate and professional customer service through both telephone and administrative based activity.
2. POSITION IN COMPANY
Responsible To: Customer Services Manager
3. MAIN ACTIVITIES / TASKS
·Respond to all customer telephone enquiries in a friendly, efficient and timely manner.
·Manage the Customer Services Email Inboxes and respond to enquires in a professional, efficient and timely manner.
·Respond to all customer correspondence in a timely and efficient manner, utilising the main frame and ancillary systems plus software packages.
·Offer administrative support to our customers including the provision of copy documentation and invoices, settlement quotations and audit information.
·To sort and distribute system generated invoices.
·To liaise with Sales Managers and other internal departments to ensure that the customer is presented with a consistent response.
·Action any customer account amendments on the mainframe system as notified by the customers or external agencies.
·Provide general administrative support for the data held on the AMSsystem ie. change of address or contact name.
·Build strong working relationships with out key business partners to help support and grow the reputation and success of our business.
·Respond to Insurance cover enquires from customers
·Investigate and raise refund paperwork.
·Respond to audit requests in a timely manner.
·Work within the team and the Customer Services Manager to fulfil strict Service Level Agreements.
·Complete Corrections & Reschedules on live agreements.
·Complete necessary paperwork for Portfolio Transfer requests and update systems accordingly.
·Complete administration of all manual / consolidated invoices to Customers.
4. SUBSIDIARY TASKS
·Any other ad hoc duties as required by your Manager
·To adhere to company rules, regulations and policies at all times.
5. AUTHORITY LEVELS
Refer to Authorities Manual
6. REGULAR CONTACTS
Internal Colleagues - Daily
External Vendors, Customers, External Service Providers, Solicitors, Insurance Companies, Accountants, Banks
7. REQUIRED EXPERIENCE
·Excellent communication skills
·Excellent organisational and time management skills
·Resourceful and ability to use initiative
·Enthusiastic and willing approach
·Strong I.T. and keyboard skills
·Ability to maintain the highest standards under pressure
·Strong attention to detail
9. OTHER INFORMATION
Working in a modern building in the centre of Bristol in a busy, open plan office.
Normal working hours are 9.00 to 17.30 Monday - Friday, however we operate on a shift system from 8.00 to 18.00 each day. Overtime may be required on an ad-hoc basis.
The company standards are high and must be maintained.
Dress code is business formal Monday-Thursday, business casual on a Friday.
- Customer Service