Customer Service Agent

Job Title: Customer Service Agent Location: Coventry, UK (Fully onsite) Contract Length: 3 months Hours: 37.5 hrs/week Core hours: 9:00am-5:00pm with a 30-minute break. Also includes paid 15-minute AM & PM breaks. Job Purpose To receive incoming calls and emails regarding Interventions. To receive and process requests for files/ documents which may be held in the SRA's intervention Archive. Key Responsibilities • Handle incoming telephone calls and emails from clients and solicitors, provide updates on cases and explain actions needed and reasons why. • Identifying Client needs, providing solutions and managing client expectations. • Escalating customer issues with management when required. • Receive, assess and acknowledge incoming documentation and direct appropriately. • Updating In House databases with accurate and up to date information. • Link incoming documents to existing applications and update records • Interrogate databases and spreadsheets to locate information regarding interventions, requests and files and documents. • Taking responsibility for chasing information and keeping clients updated. • Support the intervention process. • Ensure all aspects of confidentiality are strictly observed. • Ability to comply with Health & Safety instructions and guidance. • Provide support as and when required to the Team Leader including any other tasks which will be in line with customer and business needs. • Ensure all responsibilities to be carried out in line with local and company guidelines. Key Skills & Qualifications • GCSE Maths and English • Good knowledge of MS office and a working knowledge of general IT systems • Excellent communication skills both oral and written with the ability to communicate at all levels. • Excellent Listening Skills and the ability to manage calls in a timely and effective manner. • Excellent customer service skills - the ability to effectively communicate clearly with demanding customers. • Excellent attention to detail with the ability to work accurately under pressure and "right first time" approach. • Excellent organisational skills, ability to prioritise work and multi-task. • Ability to work to tight deadlines. • Ability to follow processes and procedures. • Ability to work with minimal supervision on routine matters but recognise when escalation or further guidance is needed. • Ability to work as part of a team. • Ability to work flexibly in a changing environment with a "can do" attitude with all tasks in line with customer and business requirements. • Experience of manual handling. Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.