Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm
Location: Home based, fully remote
Salary: ?22,425 per annum
MAIN OBJECTIVES
?orking in a varied and fast paced environment our Customer Service Teams work to promote a culture of customer satisfaction by delivering prompt, accurate and thorough Customer Care and understanding each of our customer? needs.
?ake ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data. Delivering prompt, accurate responses, understanding each of our customer? needs and developing relationships
?rained and provided with the tools and technology to respond to our customer? needs, our Client Services team can enjoy working on a variety of tasks throughout the working day, reaching across geographical boundaries.
?istening and connecting with both our customers and our internal departments to address customer? needs, our teams are problem solvers, who constantly strive to improve customer satisfaction.
SPECIFIC DUTIES
?rocessing and booking all 2-hour response Callouts for A&D Testing for our clients
?rocessing and booking scheduled, ad-hoc and Random testing for our clients
?all Handling
?rovide professional, timely and accurate responses to all enquires
?rocessing payments
?reparing and sending correspondence containing personal sensitive information ?n line with current GDPR
?ssist with general administrative duties to meet business needs as required.
?ighlight service level issues to Line Management, actively contributing to enhancing the culture of customer satisfaction.
?upport with implementation of new clients and updating current client requirements with high levels of accuracy and urgency.
ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES
?nderstand, demonstrate, and promote the Company? Genetic Code
?ssist with induction and training of new employees.
?anage confidential data in line with the Data Protection Act
?eneral Office Duties
?ontribute ideas and suggestions to continuously improve the Customer & Employee Experience
?ssist with colleagues work during absences.
?ttend meetings and training sessions as required.
?ny other request made by a manager or Director.
?o comply with Data Protection Legislation and Information Security requirements, such as ISO 27001.
?o ensure commitment to impartiality, confidentiality, integrity, and accessibility of information.
?dhering to policy, procedure, regulatory, customer and standard requirements relating to quality, information security and environmental management systems.
REQUIREMENTS FOR THIS ROLE
?here are no formal qualifications required for this role however an NVQ Level 2 (or equivalent) in Customer Services or Administration and an English GCSE A-C are desirable.
?xperience in an Administrative or customer service role including Call Handling is essential.
?nowledge of Outlook, Word and Excel is essential, and knowledge of PowerPoint is desirable.
?eographical / Logistical knowledge is desirable.
CORE SKILLS & BEHAVIOURS
?emonstrable administrative skills
?emonstrable Customer Service experience
?ood UK geographical knowledge
?iary management experience
?rganisational skills
?xemplary communication skills
?rofessional telephone manner
?roficiency in Word, Excel, PowerPoint & Outlook
?ime planning and priority setting
?ood Interpersonal skills
?lexible in approach
?esponsible
?ell Organised
?rofessional in appearance and approach
?ble to work alone or as a team
?rustworthy and Honest
?alm under pressure
?illing to learn new skills
?fficient
?nthusiastic and Proactive
?ossess a positive can-do attitude