Customer Service Advisor

Company Description
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. Job Description
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.

Qualifications
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.

Division: HAASEmployment Type: Full Time / Permanent Compensation: up to GBP 27495 - yearly