City of Preston, Lancashire
Up to £11.43 per hour
3 months ago
Expenses Administrator; BAE Systems, Channel Way, Preston; 3 months Contract; £11.43/hr PAYE
This is a Customer Support role with an understanding of the systems, processes and procedures within the general operation of the department. At this level the role holder will typically have experience in a Customer Service environment
Provide first point of customer service contact by phone or email, delivering an efficient service to all appropriate customers
Comprehensive training and guidance is provided such that the role holders can respond to a range of routine enquiries, problems and issues and are able to escalate where appropriate
Role responsibilities will include;
Undertake a range of specific customer services duties to support the successful delivery of an excellent customer service experience.
Deliver a help desk service in accordance with service level agreements and priorities within contractual arrangements. This may involve providing customer service via a telephony service environment.
Facilitate the customer to access a service, and / or answering general enquiries and providing responses as required, escalating as appropriate.
Operate in accordance with departmental / company procedures, ensuring work is completed within the agreed timescales.
Ensuring compliance to all appropriate legislation and regulations as detailed in the department's procedures.
Keep accurate records as required by the department's procedures.
Ensure appropriate business systems are updated and maintained as required.
Provide cover when required, for example rota working where applicable to cover service window. Ensure that any service level reporting requirements are fulfilled and submitted as appropriate. Where required, support customer satisfaction data collection utilising existing procedures.
Actively support and contribute to service level / process improvement
Knowledge, skills and experience
Working knowledge of Microsoft Office and be comfortable in operating IT systems generally
Be able to understand and operate in accordance with clearly defined operational processes
Experience working in a customer service environment
Ability to work at a fast pace, sometimes working under pressure
Effective communication of information both written and verbally
High standards of accuracy
Excellent interpersonal, teamwork and communications skills
Self motivated, enthusiastic team player with a positive 'can do' attitude
Ability to interpret customer policies and procedures
Comfortable exchanging information with mainly internal, but occasionally external, customers
Minimum 4 GCSE's at Grade C or above including Mathematics and English
Morson is acting as a recruitment business in relation to this vacancy