Our client, one of the UK's leading energy providers, is looking for an Administrator to work within the Subject Access Request team to undertake a variety of administrative and back office functions to support the provision of the best possible service to our customers.
The Administrator will work collaboratively with the Team Manager and colleagues within Complaints Management to support the delivery of the Complaint Improvement goals and objectives. The Customers Business management and handling of complaints is recognised as exemplary by its customers, people and stakeholders.
Term: Long term temporary
Start Date: November
Pay Rate: £10.20 per hour (weekly pay)
Hours: 8am-4pm Monday - Friday
Location: Initially working from home, but may be required to attend the office in Exeter in the future for 1+ days per week so therfore needs to be locally based.
Undertakes a variety of administrative back office tasks and/or end to end processes that support the delivery of a market leading customer service and experience.
Effectively communicate with both internal and external customers (with the exception of direct telephone contact with external customers).
Ensures high level of quality and accuracy when entering or processing data onto any system.
Manages the completion of work according to laid down procedures and timescales so as to achieve team or department KPIs and SLAs and other internal or external business targets or deadlines
At all times ensures that all administrative activities undertaken comply with and adhere to any relevant quality or internal control measures that apply.
To evaluate own performance against targets set, and working with their Team Manager and Team Performance Coach identify own strengths and development areas and take proactive responsibility for own development plan.
All Business Support Advisors must be able to prioritise their own work load and adopt a flexible approach to balancing different work types and activities. To uphold and support all aspects of the Customer Services culture e.g. Punctuality, professionalism and team working etc.
Regularly updates own knowledge of workflows and processes to ensure any internal or industry related changes are incorporated into day to day working practices.
When dealing with queries, concerns or complaints to take ownership of the query and resolve it as quickly and effectively as possible or takes relevant action to ensure appropriate escalation.
Responsible for processing Subject Access Requests from customers. These requests may come in via letter, telephone, email or social media.
Ensure a high level of quality / accuracy when investigating, entering or completing data on computer system.
Follow Company policies and procedures and be compliant with both the Data Protection Act 1998 and Regulatory requirements.
Referral and monitoring of cases requiring support from both on-site and off-site colleagues.
Daily / Weekly production of statistics on performance.
When dealing with queries, concerns or complaints takes ownership of the issue and resolves it as quickly and effectively as possible or takes relevant action to ensure appropriate escalation