My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contract initially offered on a 6 month basis.
Duties
- Creation of new complaints on the Complaint Management System (CMS)
- Creating a new complaint record
- Reviewing submitted documentation to extract specific information and completion of related fields in the CMS
- Verification of personal contact information
- Reviewing of the information received to assess any further information or documentation required
- Correspondence with the Complainant to provide and/or request information/documentation
- Correspondence with the Provider to notify it of the complaint and seek any information/documentation as appropriate
- Assessment of the Complaint
- Reviewing the content of the information on CMS to confirm specific requirements
- Reviewing policy or other documents to identify the correct provider
- Referring complaint files to Assessment team
- Preparation of memos if appropriate for file escalation
- Identifying any consent problems or third-party data submissions in line with data protection policies
- Supporting line managers and colleagues as required to progress complaints, for example, this may include peer review, mentoring, file assessment or other such activity required
- Communicating with and providing a quality service to the public including providing accurate and clear information following the receipt of a complaint on how to progress a complaint
- Dealing with queries and progress requests received to group inboxes as requested
- Drafting clear memos setting out any queries
- Cross-check accuracy of any data already input to CMS to validate email address if necessary
- Processing and reviewing quality of documentation received
- Rename/Input CMS history descriptions to accurately describe content
- Quality Assurance check for every file before closure or progression to the next stage of the process
- Provision of excellent customer service
- Contribute to the achievement of Key Performance Indicators as they apply
Skills:
- Good standard of computer literacy, comfortable using Ms Word, Ms Excel, windows operating systems
- Good standard of written communication in a business style
- Good standard of oral communication as phone communication with Complainants and Financial Service Provider is routine
- Ability to analyse documents to identify required information and to understand the authors intent
- Ability to convey information in clear and accessible language, explaining information required in a manner that is easily understood
- Excellent customer service skills, treating colleagues and customers with respect and dignity
- Ability to organise and prioritise work, balancing activity on multiple files to ensure consistent and timely progression
Desirable
- Previous experience working in a Public Service body
- Previous experience working in a front facing customer role
- Previous experience working in a legal administrative role
For more information please contact Ingrid on 015005922
