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

Qualifications

• Experience of contact / processing centre working.
• Experience of processing data with attention to detail and good accuracy
• Excellent telephone manner
• Knowledge of service centre processes, policies and procedures, such as escalation procedures, service level agreements and client service standards.
• Excellent computer skills – especially MS office in the area of excel and outlook.
• Excellent communication and written skills with the ability to work confidently with customers and internal colleagues
• Demonstrable track record of meeting and exceeding operational targets.
• Well organised
• Team worker – able to work with colleagues to achieve targets and objectives.

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks. 
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.