Contact Services

CUSTOMER CONTACT OFFICERS - CALL BACK WORK

We are seeking people, ideally with previous customer service experience.
Training for this role is expected to take no more than four hours and will be undertaken by staff on their first day of joining.

Key responsibilities:

- To respond to customer enquiries and complaints, either in writing (letter and email) or over the telephone, to the appropriate standard
- To make use of the Integrated Call Handling (ICH) system and Application Management System (AMS) to check on application progress status, notifying customers accordingly in line with the client's service standards
- To provide effective and timely customer care to internal and external customers in line with current guidance and best practice
- Previous customer experience would be highly advantageous for this role.

Minimum requirements:

- Must be cleared to CTC (Counter Terrorist Check) level (if British Citizens) or SC (Security Clearance) level (if non-British Citizens)
- Must be of Administrative Officer grade or above
- Will be based in Central London or be located within reasonable travelling distance from Central London (Croydon). Accommodation will not be provided.
- Must be able to undertake this work for a minimum of 20 hours per week.

Desirable requirements:

If people have experience of dealing with complex customer complaints we may ask you to deal with escalated customer complaints. These complaints will be responded to in writing and to the appropriate standard.

PLEASE NOTE - CANDIDATES WHO APPLY WHO DO NOT HOLD A VALID SC (SECURITY CLEARANCE) OR CTC (COUNTER TERRORIST CHECK) CLEARANCE LEVEL WILL NOT BE CONSIDERED FOR THE POSITION.