Customer Service Administrator (Call Centre Role)

Working hours: Monday to Friday, rotating shift pattern from 8am to 4:30pm or 10:00 am to 6:30 pm, with one hour for lunch

Location: Finchley Central (N3)
One day working from home subject to company’s agile working policy (after successful completion of probationary period).

Reporting to: Team Manager

Contract and remuneration: This is a permanent, full-time position.

Salary: £25,650

Job purpose: To provide a best-in-class, professional service to all incoming callers as part of the call handling team 5 days per week and manage email correspondence and data processing to a professional standard; successfully resolve queries at the first point of contact wherever possible, promptly and courteously. The post holder will be required to work flexibly and conscientiously, in a high volume, fast paced environment. Please note this is a call centre role

Key accountabilities:

1. Being the first point of contact and answering a high volume of inbound calls from homeowners, solicitors and other third parties in a professional and timely manner, creating a positive experience for each caller.
2. Identifying the caller’s needs, managing expectations, clarifying information, researching any issues and providing solutions, whilst responding to their enquiry.
3. Managing administration, communicating, and coordinating with internal departments, as well as directing inbound calls to the appropriate resources if required.
4. Maintaining and updating the database in accordance with company policies, including logging each matter and any further action required.
5. Reviewing and extracting information from various sources including the database, leases and HM Land Registry.
6. Identifying and escalating priority issues and reporting to senior management where required.
7. Handling any correspondence in accordance with company policies in a timely manner.
8. Supporting other call team members in diligently meeting team objectives.
9. Contributing to process improvements by considering and highlighting any trends and offering suggestions for improvement.

Skills and knowledge: essential

GCSE or equivalent in English and Maths, with a result of C or above

Proficiency with IT, telephone systems and data entry

Excellent business communications skills including telephone communications

Exceptional customer service, seeking solutions

Attention to detail and good organisation skills are vital

Focus on data protection and management is essential

Ability to multitask within a busy environment

Person specification:

Attention to Detail:  able to demonstrate accuracy in all aspects of your role and possess a keen eye for detail. Able to pick up on small details to provide accurate responses to callers.

Organised: able to manage multiple tasks and handle a high volume of calls, extract information from various sources and track previous history while speaking to caller and taking accurate notes.

Customer Service: able to communicate effectively, providing accurate information in a helpful manner, and maintaining a professional attitude at all times. Able to adapt to unique customer queries and situations and have a positive attitude toward callers, even when dealing with difficult issues.

Data input: able to show accuracy and speed when entering data into a database, copying from written and oral sources.  Able to learn new systems, including the database, and use them effectively in accordance with company procedures.

Working in a team:  able to work with all of our teams productively and cooperatively with a variety of colleagues, and willing to learn new responsibilities as required within the team environment.

Letter writing: able to write professional letters, both using templates and drafting letters.  A high level of accuracy is required when dealing with the information provided in company correspondence.

Problem solving: able to investigate a query and suggest solutions. Ability to ask questions and manage sensitive or challenging situations.

Ability to use initiative: After an initial training period, individuals will be expected to effectively recognise when they need to make a decision, and when assistance should be requested from a more experienced member of the team or management team.