Senior Customer Service Adviser

Job Description

About usThe roleThe Senior Customer Service Adviser role is responsible for the day to day supervision of the Customer Service Team and ensures the efficient engagement of potential programme participants who have expressed an interest in joining one of our employment & skillscontracts via online adverts such as Facebook, Twitter etc. and the effective allocation of participants referred to our Job Entry Targeted Support (JETS) programme. As team supervisor, the Senior Customer Service Adviser will prioritise the workload of theCustomer Service Advisers to ensure all participants are engaged with and processed in a high quality, timely and accurate fashion. To ensure that this is achieved, the Senior Customer Service Adviser will be expected to assist Customer Service Advisers byhandling both inbound and outbound calls at peak times. This is not an exhaustive list and Senior Customer Service Adviser will be expected to carry out any other duties as may be specified by their manager from time to time. This profile is non-contractual.Reed in Partnership requires the full commitment and cooperation of its employees to strictly adhere to company policies and procedures, which includes quality standards(2), data protection(3), health and safety(4), diversity(5) and safeguarding(6).Key accountabilitiesTeam Management & SupervisionThe Senior Customer Service Adviser will directly supervise up to 10 Customer Service Advisers, including ongoing staff development and coachingDefinition of the daily work plan for each Customer Service AdviserMonitoringof Customer Service Adviser performance, ensuring a high-quality customer service experience is delivered at all times and that transaction processing accuracy and efficiency is adhered to line with agreed processesBe the first escalation point for queries,issues or complaintsAnswering internal queries and explaining process to all staff, in line with agreed guidance and process manuals, ensuring mutual understanding and agreement to proposed actions.Produce ad hoc reports and updates as requested ReferralManagement The Senior Customer Service Adviser will be responsible for the swift processing of referrals to our JETS contract. The role will also be responsible for completing reconciliations to ensure all referrals have been processed in line with contractualminimum service deliveryThe acknowledgement of referrals received in PRaP and the extraction of .PDF and .CSV files containing information on the customerThe upload of this information into Orion, where required, to create the customer record and assignthe referral to the Supply Chain if appropriateLiaison with Operations (inc. Supply Chain management and partners) and the Risk Management department to assist with queries on referralsLiaison with local JCP advisers in instances where key informationis required to contact the customerPreparation of daily reconciliations of referrals received on PRaP to records created on Orion to ensure complete and accurate processing has taken placeOversee the administration of any clerical referral processesintroduced to support the delivery of DWP contracts Customer Service The Senior Customer Service Adviser is the first point of contact when engaging with Reed in Partnership and therefore we expect Senior Customer Service Advisers to demonstrate consistentlyhigh levels of customer service when communicating with potential participants.Managing inbound calls from potential participants.Initiating outbound calls to potential participants based on information received from web based expressions of interest.We are currently receiving circa 1000 per month.Ensuring effective communication between potential participants and Reed in Partnership services at all times. This includes booking participants in for one to one appointments with Employment Advisers inbranches across the UK who deliver our programme services.Utilising systems and tools in a timely and effective manner to ensure that once booked in for an appointment, participants receive booking confirmations and reminder communications.Ensuring promptand effective contact and responses to Reed in Partnership staff and external organisations when requested.Instigate web chat services ensuring that accurate information is given to maximise on the number of contacts and potential participants we receive.This will require the Customer Service Adviser to have a high standard of written communication.Ensuring all expressions of interest are promptly responded to in line with key KPIs. Other Other key responsibilities of the Senior Customer Service Adviserare:Oversee the setting up of Reed Wellbeing Health Check accounts for participants where appropriateOversee the distribution of promotional materials (e.g. books) to participants where appropriateSkills & experienceEssential Attainments:Demonstrable experience in dealing with high volumes of data with excellent attention to detailDemonstrable experience of supervising a small transactional, customer service or call centre teamExperience of working in a fast paced,target driven environmentA minimum of 2 A-Levels or an equivalent Level 3 Diploma.GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification). OR achievement of a Level 2 in Literacy Assessment at interview stage. DesirableAttainments:Previous experience in a transactional or administrative roleDemonstrable experience in a customer focused role Essential Criteria:Ability to be diligent and retain high levels of concentration and accuracy at all timesDemonstrableexperience of delivering high quality customer servicesGood excel spreadsheet skills, comfortable with pivot tables and manipulating dataExcellent organisational and time management skillsAbility to quickly understand and follow complex systems andproceduresA proactive and flexible, can do attitudeA strong sense of honesty and integrityAble to understand and process changing requirements in a fast-moving environmentBe able to work under pressure and work to strict reporting deadlines Ability to build professional relationships, both internally and externally, as a...