Customer Service Administrator

Edinburgh

Salary up to £20,000 p.a. Monday to Friday 35 hours per week

We have a new vacancy for a customer service administrator who is passionate about delivering excellent customer service. Your role will involve working as part of a team in efficiently responding to customer requests, developing and applying knowledge of all of products and processes in order to respond to queries and requests from customers, relaying information as well as updating the relevant systems.

Your Responsibilities:

Communicate clearly with customers (including vulnerable customers and complainants) both verbally and in writing to understand and respond appropriately to their demands.
Work accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information and to support the delivery of SLAs and any other delivery metrics, including customer feedback metrics. This may include making risk-based decisions that support the delivery of good customer journeys.
Instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution.
Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands.
Support the delivery of an effective controls environment by ensuring that all regulatory requirements are handled in line with company procedures and that focus remains on delivering great customer outcomes in support of the effective management of Conduct Risk. Identify and raise control and risk issue appropriately.
Achieve individual, team and department SLAs/KPIs and other measures or obligations that support the effective delivery of service including customer outcome measures and any other customer or client centric measures.
Manage own workload to ensure personal and team targets are met.

Your Competencies and Past Experience:

Qualified to G.C.S.E standard or equivalent, must include a pass grade in Maths and English
Ability to work efficiently and accurately
Good written and verbal communication skills
Confident, professional telephone manner
Experience with Microsoft Excel

In return, you will enjoy a favourable salary with a discretionary annual bonus, generous holiday allowance (rising with promotion) and the chance to gain professional accreditation at no extra cost. You will also receive a wide range of retail discount shopping schemes and access to a confidential helpline.

Apply today!

Guidant Global is acting as an Employment Agency in relation to this vacancy.