Our client is seeking a Customer Services Officer to join their team. This position is responsible for assisting in the resolution of all residential and business customer enquiries and complaints. The role promotes a professional image aligned with the client's values and service level targets. The position is part-time at 20 to 25 hours per week and operates within standard working hours from Monday to Friday, 08:15 to 17:15. The primary focus of this role is to manage customer interactions effectively, ensuring timely and satisfactory resolution of issues while providing comprehensive knowledge about postal services and related products. You will have the opportunity to contribute to process improvements and enhance customer satisfaction by investigating complaints and implementing solutions.
JOB DUTIES:
- Record all postal complaints within the CRM to enable tracking of resolution to customer satisfaction and within monitored targets, replying by phone, writing, or email in a professional and accurate manner.
- Record and process all claim forms and pay the appropriate level of compensation by product as prescribed by relevant internal policies and procedures.
- Provide all customers with in-depth and accurate knowledge of postal services.
- Administrate, support, and promote all products and services in accordance with relevant internal policies, including the management of various services such as Private Boxes and other premium products.
- Investigate the reasons behind complaints alongside duty managers, establishing and suggesting any services available that will prevent further issues, escalating to the Customer Services Team Leader when necessary.
- Work within a team providing complete customer service provision for opening hours.
- Carry out any other tasks or assignments as requested by the Customer Services Team Leader or Department Head.
JOB REQUIREMENTS:
- Strong communication skills are essential to effectively engage with customers and resolve issues.
- Customer service experience is required to ensure high-quality interactions.
- Supervisory skills would be beneficial in managing team interactions and support.
- Basic letter writing skills are necessary to manage customer communications accurately.
- A basic knowledge of IT applications is essential for handling various software systems.
- Ability to work effectively as part of a team is crucial for providing cohesive customer service.
- A basic Police Clearance Certificate is required for this position, with potential convictions related to dishonesty or drug offences being a barrier to appointment.
WHAT YOU’LL LOVE:
This role offers the opportunity to be a key player in a professional team, enhancing customer satisfaction through direct engagement and resolution of issues. You will benefit from a supportive working environment, the chance to utilise your communication skills, and the opportunity for personal and professional growth within a customer-focused organisation.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here.
