Customer Service Advisor

Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

We are delighted to announce exciting opportunities to join us as a Customer Service Advisor as the first point of contact for many claimants accessing the Health Assessment Advisory Service. The Claimant Advisor's ensure claimants' queries are resolved in a timely manner and are responsible for ensuring accurate recording of data and dealing with general administration to a high standard. Roles are available in Birmingham or Stockton on Tees and can be on a Hybrid basis.

 

Responsibilities:

 

• Managing a large amount of inbound and outbound calls in a timely manner.
• Handling claimant enquiries as the single point of contact for claimants and other third parties using the enquiry service.
• Taking responsibility for enquiries from first contact through to conclusion.
• Providing a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times.
• Ensuring that call scripts and documented procedures are followed at all times to ensure the quality and consistency of calls.
• Logging information taken on calls / enquiries accurately and in a timely manner on the relevant systems.
• Providing advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance.
• Escalating any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution.
• Supporting the Claimant Enquiry Team and other support functions with any associated administration tasks as required.
• Commitment to personal and professional development, ensuring all necessary learning is completed.

 

 

 

 

 

Essential Criteria:

 

• Previous experience in a customer service role.
• Previous call handling experience.
• Strong customer service skills.
• Excellent written and verbal communication skills.
• Good interpersonal skills.
• Analytical and problem-solving skills.
• IT literacy including the ability to type/ data input accurately, and at speed.
• Previous experience using CRM databases.
• Organised and able to manage time productively.
• Flexible and able to adapt and respond well to change.