Customer/Services/Administrator

Job purpose:
To be the first point of contact for the Central Enquiry handling service, calls and emails and live chat to ensure consistency in delivery and a high level of customer service for every enquiry by motivating and coaching the team. Accountability for high levels of customer service and working under the Income Collections Team Leader ensuring a seamless customer journey and maintaining continual improvements in the service for students, staff and the wider community. Have a full understanding of the complaints and escalation process.
To provide an excellent, high quality, inclusive and efficient enquiry management service for a broad range of enquiries.
The role will predominantly be dealing directly with students on income collection and debt management, responding to student payment and fees queries.
Principal duties and responsibilities:
The role will encompass all the following, but the balance of duties and responsibilities will be determined in discussion with the post holder's line manager:
To act as the first point of contact for all enquiries into the Income collections team across phonelines and email.
To utilise exceptional and inclusive verbal and written communication skills to answer incoming calls and respond to customer emails in line with defined enquiry management targets, quality standards and service level agreements. Ensuring a focus on customer service and quality is at the heart of every customer engagement.
Investigating payment and account issues, including issuing refund requests and credit notes
Maintaining customer accounts within the finance system
To liaise with teams across the wider team to provide accurate information where needed and ensure that communications between departments are seamless to make the customer journey as positive and informative as possible.
To track and follow up all enquiries to ensure that they are closed off satisfactorily. Answering all enquiries at first point of contact wherever possible.
To contribute to a university-wide ethos of customer service excellence and inclusivity, including accurate and efficient enquiry capture and data management.
Use CRM software to appropriately distribute emails and enquiries to the relevant department, triaging as efficiently as possible.
To support the Enquiries team in processing any formal complaints or mitigating informal complaints.
To ensure strict personal compliance across all tasks with any external legislative requirements e.g. GDPR, storage of data and confidentiality.
To be a proactive team member engaging in essential and non-essential training to help the development of the Enquiries as a department
The applicant should be proficient in the use of Excel and other Microsoft Office software for the processing of enquiry data and the use of team resources.
N.B. The post-holder may be required to undertake any other duties which may reasonably be required as within the nature of the duties and responsibilities of the post as defined, subject to the proviso that normally any changes of a permanent nature shall be incorporated into the job description in specific terms.
This is a full-time role. Monday to Friday, 37 hours a week.
Nottingham City Centre office based role
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