Our client is seeking an Investigations Officer to join their team for a 6-month contract.
This is an opportunity to make a positive impact to customers and colleagues as you deliver successful customer and business outcomes. You'll actively participate in initiatives to improve customer service processes and procedures, while honing your existing analytical skills and advancing your career in this fast-paced role.
Key Responsibilities
* Providing crucial support to customers and colleagues.
* Responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.
* Reconcile internal accounts and work with relationship teams to update the customer on the status of their payments.
* Identifying barriers to performance and coordinating improvements to enhance efficiency.
* Working closely with operational centres, providing coaching and support to increase efficiency and knowledge.
* Keeping accurate records of day-to-day operations, logging incidents and identifying trends.
* Reviewing manual or ineffective processes which could be automated or enhanced.
* Maintaining a focus on improving customer service and experiences.
Key Skills & Experience
* Experience of payments, such as direct debits, point of sale transactions, standing orders, cheques, and faster payments.
* Experience of analysing and using performance data.
* The ability to convey information in a simple and understandable way.
* An understanding of contact centre operations and performance metrics.
* Microsoft Office skills, including PowerPoint, Excel, and Word.
* Excellent planning and organisational skills.
Your specialist: Mark Burman
Quote job ref: 15585
Hi, I'm Mark and I look after all the temp / contract roles. If this exciting job sounds up your street, please submit your details, we look forward to hearing from you.
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