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Customer Support Advisor

Job Reference 6287

The job has expired.

Number of Positions:
1
Contract Type:
Full Time
Salary:
£17,000
Location:
Worksop
Closing Date:
17/05/2018
Job Category:
Administrative/Clerical
Region / Division:
UK & Ireland
Business Unit:
UK Central Government Services

Main Responsibilities

Customer Support Advisor

Salary: £17,000 per annun

Worksop, S81 7QF

Full Time - 40 hours per week 

Various shifts between 8.00 am and 9.30 pm 

The Home Office’s COMPASS (Commercial and Operational Managers Procuring Asylum Support Services) contracts provide accommodation and transport services to eligible asylum applicants in the UK. G4S manages contracts for these services in the Midlands and East of England and the North East, Yorkshire & Humberside. Services are delivered through a combination of direct delivery and a network of experienced partners from the private, public and voluntary sectors. We now have an exciting opportunity for a Customer Support Advisor to join our team in Worksop.

Responsibilities:

  • Answer all calls that come into the Customer Service Centre in a timely manner and input information from these calls accurately, whenever necessary, onto the COMPASS database (CAtS)
  • Take the necessary action to react to the calls received by liaising with Welfare Officers, Maintenance Teams, Accommodation Team, the Walsall office, Transport Teams etc. to ensure all issues are addressed within contractual timescales and update CAtS accordingly with all action taken
  • Answer the dedicated phone set up for lone worker incidents in a timely manner and take the necessary action to escalate the lone worker incidents to the appropriate managers
  •  Acknowledge all complaints within 24hrs. and ensure that information is fed through to the appropriate persons to investigate and feedback to the complainant within contractual timescales.
  • Assist in the production of reports in line with MI standards, to meet company and contractual requirements.
  • Check, validate and amend information on CAtS system ensuring accuracy at all times.
  • Collate, produce and distribute regular and ad hoc data, information and reports so that stakeholders receive accurate and timely information.
  • Provide information and respond to routine queries concerning the activities of the function so that the correct procedures and processes are understood and followed.
  • Provide support to other administration roles to ensure all administrative requirements are met.

The Ideal Candidate

Essential Skills:

  • Experience of working quickly and accurately with a high level of attention to detail
  • Ability to use Word, Excel, PowerPoint & Outlook Email & Calendar
  • Good communication skills – both written and verbal

Desirable Skills:

  • Experience of working in a call centre environment
  • Experience of prioritising own workload