Responsibility and accountability for; ensuring fully compliant eligibility of submitted checks, providing a high level of customer service carefully managing expectation whilst guiding both applicants and customers through the process of obtaining criminality checks.
Main duties
Responsible for:
-Strong knowledge of and correct application of the appropriate Government Legislation
-Eligibility checking of DBS/API applications
-Timely submission of eligible DBS, DS and API applications
-DBS Adult first requests and responses
-External validation requests and responses
-Initial contact of new clients and assisting with account set up
-DBS/DS correspondence - dealing with requests for further information or passing on relevant information to clients and/or applicants
-Customer service, guidance, and assistance for both clients and applicants, email and telephone
-DBS/DS escalations, online, email and telephone, requesting re-prints as required
-eBulk and DS error resolutions
-Utilise ukCRBS online portals to track all activities in relation to criminal record applications.
-Providing telephone advice and guidance to customers throughout the process in a professional and caring manner.
Ability to work as part of a team
-Ability to manage workload to meet own and team deadlines
-Excellent punctuality / attendance
-High level of commitment and professionalism
-Adaptable with flexible and positive attitude
-Excellent interpersonal skills
-PC skills: Microsoft Office, Outlook, Word, Excel, and PowerPoint