Customer Service Administrator

Customer Service Administrator
£9.77 Per hour
Monday to Friday
Cafcass (Children and Family Court Advisory Support Service)

Key Responsibilities

- Take ownership of administrative tasks and activities associated with Customer Service, including monitoring service inboxes, answering queries, generating reports, attending meetings and liaising with/ providing feedback to relevant stakeholders, agencies and Cafcass teams; meeting personal targets and helping to ensure that services remain within Service Level Agreements.
- Input data/information onto any database or other electronic retention and retrieval system as required
- Support the Customer Services Team with outstanding tasks through the agreed process and keep records as up to date as possible at all stages.
- Maintain internal records as required, including input into databases and systems, the maintenance of office records and filing systems. Ensuring compliance with Data Protection Act 2018, UK GDPR and information assurance policy and procedures at all times.
- Process children and family''s requests and feedback and ensure the agreed timescale for completion is met.
- Respond to complaints and feedback you will be monitoring and actioning work from the CST inboxes for the purposes of progressing and resolving customer feedback and complaints including supporting the early and local resolution processes and the formal compliments policy/process.
- Offer support, guidance and advice in relation to general customer services queries and data subjects request for information.
- Provide assistance and cover for colleagues working in SARs
- Handle, record and distribute mail, maintain and issue supplies of stationery and office materials, ensuring that office equipment is well maintained and in good working order.
- Ensure that Cafcass policies and procedures are adhered to and all timescales are achieved.

Skills

- Ability to input onto databases accurately and in a timely manner and a good level of numerical ability.
- Ability to use a wide range of Microsoft Office packages particularly in the areas of Word, Excel and Outlook.
- Excellent word processing skills and a good working knowledge and comprehension of written English, including correct grammar.
- Good customer service and care skills, with a commitment to continuously improving the service user experience.
- Good listening and oral communication skills including the ability to adapt oral and written communication methods and styles to suit the audience.
- Knowledge of general office practice and procedures, particularly within the area of complaints handling and complaints administration.
- Experience of working within a customer focused environment
- Ability to plan and complete work in agreed timescales.
- Ability to adapt to a changing environment
- Able to work effectively as part of a team.
- Able to work on own initiative within agreed limits
- Self motivated and committed to achieving targets.

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