Customer Service Officer

Come and join our clients team based in Surreyas an Accounts Processing Assistant with immediate start:

The Role:

This is an important, customer facing role supporting the provision of excellent Customer Service, administrative and financial functions.

The Customer Service Officer (CSO) will take the lead in handling all contact on behalf of the client including but not limited to enquiries, complaints and Freedom of Information requests and ensuring accurate record keeping.

Proactive engagement through wirtten, verbal and digital media will be and important aspect of the role to deliver high quality Customer Service to customers both internally and externally

Main Duties:

• Prepare reports/statistics/briefings to meet statutory/management information requirements
• Recommend improvements and support implementation to systems, processes and procedures, ensuring best practice is shared across the team.
• Deliver a range of administrative and/or customer/consultancy services in support of existing systems or processes to agreed standards, to maximise service quality and continuity. May authorise transactions where appropriate.
• Respond to and resolve enquiries and problems, judging when to pass on complex queries or involve others, to provide an effective service and clear advice to colleagues and customers.
• Maintain financial, and/or stock records, and review data to contribute to resource planning.
• Maintain a network of contacts, drawing on support and advice from others to resolve problems.
• Support, coordinate and undertake research into a variety of projects in the defined area of activity to support achievement of team's objectives.

Roles at this level provide a comprehensive business support service in a defined service or functional area, or provide specialist support services. Many will possess technical rather than professional expertise in the main disciplines, or have substantial experience of administrative procedures to enable them to guide and advise others. There will be minimal day-to-day supervision, but clear guidance is available. The roles will plan for the weeks ahead and prioritise to accommodate non standard work. They often require understanding of complex procedures and support systems, and the ability to allocate workload and react to changing priorities. Although most work will follow established patterns, initiative is needed to handle processes and resolve problems and queries based on experience and judgement, mainly without reference to others. These roles may work alone instead of as part of a team, or the system or process used may require specialist knowledge or experience. Some roles involve supervision of staff, others involve undertaking specialist functions or the provision of a broad comprehensive business admin services which may include coordinating activities, different customer and service users.