Customer Service Support

 

Main characteristics

Location

Loughton, Essex

Company

Randstad Delivery

Salary

£20000 - £23000/annum

Employment type

Contract

Category

Customer Services

Job summary

Job Title: Customer Service Support

Location: Loughton

Shift: Shift-based role (6am - 2pm or 2pm - 10pm, Monday to Friday)

Pay Rate: £11.28 per hour

Contract: 12 Months

Position Overview:

This role is for Customer Service Support you will provide administrative / customer service support whereby you will be responsible for providing administrative support to the Customer Service Specialists. The role will include the booking and co-ordination of collections at our clinics Nationwide or with our collections network and communication with customers regarding these bookings. You will help to manage customer paperwork requirements as well as customer emails queries and support administrative tasks that may be required on a daily, weekly, monthly or quarterly basis. You will take and bookings by
customers wanting to use the emergency call out service this will involve logging call outs into our collection management systems to ensure the smooth automated sample analysis process.

Key Responsibilities:

You are responsible for providing support in customer service functions in order to continue to provide our customers with the very best service possible. To achieve this you will be expected to;

Assist with co-ordination of bookings at our clinics / fixed site locations
Booking collections into our collection management systems (Collection management/ Jarvis)
Monitor shared team mail boxes answering queries or direct the query to the appropriate Specialist
Overseeing and monitoring customer invoicing. Liaising with other departments and customers to obtain information to allow prompt and timely action eg po numbers, costs codes etc
Manage customer paperwork requirements
Coordinate collection of paperwork from the Lab, scan and email customers
Prioritising key customer accounts to ensure paperwork is sent as quickly as possible
Cancel jobs ready for invoicing (collection management )
Coordinating '24hr emergency response' drug and alcohol testing requests ensuring that we respond to customers as quickly as possible. Book all call outs into our collection management systems and hand over in a timely fashion to the collection
Support programme managers to achieve completion of the annual bookings quota
Deal with discrepancies that hold up samples being tested for all test matrix on a daily basis
Arrange customer testing bookings on an ad hoc or programme managed basis prioritising and managing them in line with customer expectations
Log, monitor and respond to customer complaints in line with organizational timescales
Support identifying route causes and suggest and implement corrective and preventative actions
Work closely with the Regional Team Leaders and the Networks Team to ensure that information relevant to collectors and the booking process is communicated
Support new projects, processes, systems and initiatives that will drive the business forward, reflecting a positive attitude at all times and raising any queries or concerns via the appropriate channels providing ideas and suggestions
Additional duties/tasks as detailed by the UK Workplace Customer Service Manager Qualifications:

Educated to National standards
Excellent verbal, written and communication skills
IT literate and an intermediate skill in Word, Excel & Outlook
A self-motivated, organized, positive individual with a flexible Compentencies:

Pioneering - Continually work with the business to support and review processes within the Workplace team, discussing and implementing improvements as agreed with the UK Workplace Manager
Achieving - Communicating effectively ensuring our external and internal customers receive the right information at the required point to make informed and appropriate decisions which support the business goals
Caring - Supporting customers and colleagues to achieve the desired outcomes keeping business needs in mind within the decision-making process
Understand the impact of the actions taken or omissions made within your role and how these affect others both internally and externally. Using this information to ensure only positive outcomes
Enduring - Ensuring current or changes to any process ensure the long term success of the collection business and retain and grow our customer base

If this is something that you find interesting, please share with your updated CV.

Randstad Business Support is acting as an Employment Business in relation to this vacancy