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Support Services Executive- NOW FILLED

Job Title: Support Services Executive- NOW FILLED
Contract Type: Permanent
Location: Chippenham
Industry:
Salary: £8.00-£8.50 per hour (£17,000 once permanent)
Start Date: ASAP
Reference: 353BI
Contact Name: Becky Inker
Contact Email: becky.inker@24-7staffing.co.uk
Job Published: May 05, 2017 13:36

Job Description

24-7 Staffing has an exciting opportunity to join our Chippenham based client as a Support Services Executive. This is a Temp to Perm role.

Job Purpose 

  • The Supporter Services Executive will be responsible for delivering exceptional customer service through participating in all channels of communication and in all administrative duties within the Supporter Services team to meet supporter requests, client Service Level Agreements (SLAs) and business Key Performance Indicators (KPI’s).

 

Role information

  • Working Monday to Friday
  • Flexible to work between the hours of 8am and 6pm

 

Key Skills and Attributes

  • Exceptional communication skills – verbal and written, telephone and face to face
  • Great interpersonal skills being able to communicate effectively at all levels
  • Energy and enthusiasm, willingness to learn and to be adaptable to change
  • A willingness to ‘go the extra mile’ with external and internal stakeholders and customers
  • Excellent attention to detail
  • Able to work well under pressure and to internal KPI targets
  • Understanding of client service level agreements
  • Able to work independently as well as an effective team member
  • Good computer skills, able to learn new applications quickly
  • Good knowledge of Word, Excel and Outlook

 

Duties

  • Manage contacts from clients, supporters and business areas as required. Answer telephone calls, process voicemails and emails (and any future channel of communication)
  • Assist supporters/clients by answering their queries (via all channels) professionally and in line with client requirements, and processing payments via multiple methods where required
  • Answer calls and transfer to the relevant member of staff or record messages as appropriate
  • Generate outgoing calls and emails (and any future channel of communication) to supporters/clients as required to assist in the successful completion of queries/payments/complaints
  • Escalate issues to Supporter Services Supervisor, Response Handling Manager or Account Management team as appropriate, using the Incident Management process if required
  • Action customer service letters and winners proceeds/correspondence to supporters as required and record on Admin system
  • Action whitemail as required and record on Admin system and postal system
  • Use desktop scanner to record images of required documents sent to clients
  • Process and action via FTP, electronic copies of documents as requested by client and per regular client activities
     
  • Action reports as per regular client activities
  • Consistently meet team KPIs (measurable) in support of delivering client SLAs
  • Ensure the Support Services Supervisor is aware of any outstanding work at the end of each day
  • Understanding of PCI compliance, gambling commission regulations, vulnerable supporter identification and secure working practices
  • Participate in keeping all areas of the office tidy
  • In order to meet the needs of the business, it may be necessary from time to time to work in other areas of the business during busy periods
  • Whilst reference is made to the above procedures it is a stipulated requirement that an awareness and compliance is necessary with all relevant Policies and Procedures

 

Education and Experience

  • GCSE qualification
  • To be PC Literate
  • customer service and/or call centre/telephone experience

 

Benefits / Rewards:

  • We offer a full PAYE package
  • Up to 28 days paid holiday
  • Company pension scheme
  • Ongoing training and support
  • Uncapped paid referral scheme
  • Uniform provided
  • Other company rewards and schemes throughout the year

 

Salary: £8 - £8.50 per hour temp – perm while on the agency

Annual Salary: £17,000 once permanent

If you are interested in this role then the first stage is to send us your CV online. This role has an immediate start for the right person.