Customer Service Advisor

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 - 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.