Vetting Client Support Assistant

Vetting Client Support Assistant

Stratford-Upon-Avon

Full Time 

Permanent 

£24,222.00 - £25,626.00

Job purpose:

First point of contact for new and existing clients. Assists with ensuring vetting applications progress through the vetting process expeditiously. Actively contributes towards developing a culture of excellent client service and user satisfaction through the timely and effective resolution of client problems received by any means (including but not limited to: telephone, email, live chat or instant message).

Main Responsibilities: 

1. Answer customer support messages promptly and professionally to enhance the customer service experience.
2. Resolve client problems or signpost them to the appropriate person to address their needs.
3. Check back with callers to ensure their concerns/issues were resolved to their satisfaction. 
4. Learn the functions of CoreVet and responds efficiently and effectively to customer complaints, concerns or feedback where it is within your capacity to do so.
5. Keep sensitive information and financial records private and confidential.
6. Work with management and contribute to maintaining and developing best practices for efficient communication with customers. 
7. Apply knowledge of Vetting Unit policies to address issues such as poor service delivery.
8. Address customer questions about new methods of working, services provided, etc.
9. Meets regularly with Vetting Business Development and Account Manager and Vetting Team Supervisors to give feedback to help improve customer service culture, response time and tools to improve staff experience.
10. Contribute to retaining client support/loyalty and the achievement of SLA’s by increasing customer satisfaction.
11. To undertake other duties commensurate with the role. 

Person Specification: 

Knowledge: 

• 5 A-C grade GCSE’s (or equivalent) including English language
• Level 2 NVQ Certificate in Customer Service (or be willing to study and pass within the probation period) 

Experience:

• Working as part of a team and providing excellent customer service 

Key Skills:

• Competent in the use of IT including a working knowledge of Microsoft Office products (Word, Excel and Outlook) and databases
• Good verbal and written communication skills
• Ability to deliver customer service within a team environment
• Proven ability to manage high process driven workloads in accordance with strict deadlines

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