Customer Representative in Coventry

Role: Handling customer complex enquiries around general scheme information and account based queries both in back office and call taking for front office enquiries across multiple workstreams

• To provide excellent customer service in response to customer correspondence, ensuring all responses are clear and concise
• Adhere to all policies, processes and business rules ensuring work items and customer responses are accurate
• Process and provide complex advice on customer correspondence in accordance with strict set guidelines
• Liaise with 3rd party agencies where required
• Working within a target driven environment adhering to challenging quality and productivity targets
• Understand and advise on processes using appropriate communication skills relating to the precise nature of the issue
• Utilise the tools and resources available to ensure that policy guidelines are adhered to
• Make quick decisions where authorised, in a timely confident manner preventing the need for escalations

Starting 9th November.

• Duration: Initial 12 weeks, with strong potential for extension
• Working pattern: Office-based for 4–6 weeks (9 November to at least 11 December potentially up to 22 December)
• Then transition to working from home
• Hours: 08:00–16:00, Monday to Friday

Role requirements

• Strong reading and comprehension skills
• Excellent written communication and letter-writing ability
• Ability to follow detailed business rules and interpret complex information
• Ability to complete thorough investigations
• Ability to adapt and change to working on different workstreams

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