Main purpose of the job
As the customer service officer, you will be responsible for providing essential departmental support by drafting correspondence or managing correspondence operations in response to enquiries from customers.
Responsibilities
*You will proactively acknowledge and deal with correspondence within the appropriate timescales, producing quality draft responses promoting customer service excellence, whilst ensuring an organised electronic filing system is maintained at all times.
*You will liaise directly with customers over the telephone to help answer their queries, providing reassurance where required and follow-up-agreed outcomes and actions in writing.
*You will prioritise your work and make decisions on when to follow up on issues and when to escalate to your manager.
*Providing cover across all types of correspondence functions.
*Help to manage the teams' customer mailbox and workflow.
*You will act with discretion and maintain confidentiality of correspondence.
*You will take on duties within the wider Customer Strategy and Services team, such as answering customer calls if required.
*You will produce documents to a high standard using the appropriate software, including the following but not limited to; MS Office and Excel.
General
*To act in accordance with the behaviour and values of the organisation
*To manage your own performance, to be accountable for meeting individual, team and corporate objectives
*To comply with and c...