Customer Service Advisor
Job Description
Work Schedule: Mon-Sat (5 days working on Rota)
Delivery Key responsibility:
• Receiving and inputting postal appeals on to the CMS
• Professionalism in gathering the data
• Sufficient and accurate data recording
• Recording in a timely manner.
• Ensure all appeal correspondence is available within a suitable time.
• Ensuring evidence from both parties is attached to the right case;
• Liaise with appellants to ensure all correct information is received.
• Respond and action queries received from appellants
• Respond and action queries and requests from London Councils Staff
• Correctly identifying what type of data/correspondence it is (e.g. Notice of Appeal, evidence from EA, evidence from appellant, case related correspondence, non-appeal/non-case related correspondence);
• Filing data/correspondence appropriately and cross-referencing to other documentation as appropriate;
• Preparing and distributing outgoing correspondence and reports emanating from the system, whether electronically or in paper form;
• Assistance to adjudicators in minor administrative functions relating to appeals, including (but not limited to) providing, on request, un-scannable evidence for consideration by the adjudicators;
• Assisting service manager and senior officer with additional duties where required.
Operational Excellence responsibility:
Act as a key deliverer of the NEC Appeals Service contract/s.
• Works closely with the System Administrator to ensure recording and escalation of information.
• Perform all duties with minimum supervision
• Maintain excellent attendance levels in line with the NEC attendance policy
• Maintain an excellent attitude within the Business Centre; acting as an ambassador at all levels, taking on additional duties as and when required.
• Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills. Be available to travel off site for this if required.
• Responsible for meeting personal targets
Requirements
Function: Customer Service
Experience Level: Not Applicable