Customer Helpline Officer
Contract length: 6 – 12 months
Pay rate: £12.79 Per Hour
Location: Belfast
Venesky-Brown’s client, a public sector organisation in Belfast, is currently looking to recruit 2 x Customer Helpline Officers for 6 – 12 month contracts on rates of £12.79 per hour.
Responsibilities
– Communicate with customers in response to emergency stock demand, ensuring non-routine demand is recorded, inputted into the warehouse management system and processed in keeping with resources available within agreed timeframes to meet customer needs
– Monitor/analyse daily stock exception reports relating to customer order demand using Microsoft applications (e.g. Excel, Outlook). Communicate with PaLS Logistics Stock Management and warehouse teams and agree immediate course of action to maximise stock allocation within customer delivery cycle timeframes
– Contribute to the investigation and resolution of customer stock delivery after sales discrepancies, which include communication with Logistics teams and the interrogation of warehouse management and eFinancials systems. Escalate significant / high value discrepancies to line / senior manager where necessary. Maintain accurate records of aftersales discrepancies for monitoring / analysis purposes
– Process HSC customer / Private sales stock orders within scheduled input deadline times for those customers PaLS provide a proxy inputting service for
– Process HSC and Private sector customer requests for stock returns, ensuring returns criteria are met and all necessary documentation is generated using eFinancials and Business Intelligence reporting systems
– Record customer complaints via the PaLS customer complaints register. Where appropriate take the lead in the investigation of customer complaints and recommend corrective and preventive measures to be taken
– Assist in daily call handling, responding to customer queries and provide assistance as appropriate
– Assist in the daily creation /maintenance of all HSC customer Internal Delivery Address related standing data records in keeping within agreed timeframes using FPL eFinancials application
– Assist in the filing of team related records in line with PaLS records management, retention and destruction protocols
– Comply with BSO and PaLS policies and procedures relevant to the post and contribute in the process review and implementation of continuous quality improvement opportunities within the Customer Helpline department
– Actively Participate in Performance management and self-development opportunities
Essential Skills:
– A minimum of 5 GCSE’s at Grade A-C to include Mathematics and English OR relevant NVQ Level 2 or GNVQ qualification plus 1 year’s relevant experience**
OR
– Two (2) years relevant work-based experience**.
– **Relevant experience should include:
– Experience in a customer service role dealing directly with customers, clients or suppliers. (e.g. Admin/Retail or warehouse role)
– IT Skills particularly in the use of Microsoft office applications such as word, outlook and excel.
– Excellent communication skills – Actively listening, ability to build a good relationships and rapport with Internal teams and Customers
– Ability to problem solve and trouble shoot issues as they arise
– Prioritising daily workload, working in a face paced working environment
– IT Skills – confident in the use of Microsoft applications such as Word, Outlook, Excel
– Good organisational skills & attention to detail in completing work
Desirable Skills:
– Demonstrate knowledge of a purchasing and supply and/or finance related computerised and e-commerce systems.
– Be studying or be prepared to study for a relevant professional qualification.
If you would like to hear more about these opportunities please get in touch.
Pay rate: £12.79 Per Hour
Location: Belfast
Venesky-Brown’s client, a public sector organisation in Belfast, is currently looking to recruit 2 x Customer Helpline Officers for 6 – 12 month contracts on rates of £12.79 per hour.
Responsibilities
– Communicate with customers in response to emergency stock demand, ensuring non-routine demand is recorded, inputted into the warehouse management system and processed in keeping with resources available within agreed timeframes to meet customer needs
– Monitor/analyse daily stock exception reports relating to customer order demand using Microsoft applications (e.g. Excel, Outlook). Communicate with PaLS Logistics Stock Management and warehouse teams and agree immediate course of action to maximise stock allocation within customer delivery cycle timeframes
– Contribute to the investigation and resolution of customer stock delivery after sales discrepancies, which include communication with Logistics teams and the interrogation of warehouse management and eFinancials systems. Escalate significant / high value discrepancies to line / senior manager where necessary. Maintain accurate records of aftersales discrepancies for monitoring / analysis purposes
– Process HSC customer / Private sales stock orders within scheduled input deadline times for those customers PaLS provide a proxy inputting service for
– Process HSC and Private sector customer requests for stock returns, ensuring returns criteria are met and all necessary documentation is generated using eFinancials and Business Intelligence reporting systems
– Record customer complaints via the PaLS customer complaints register. Where appropriate take the lead in the investigation of customer complaints and recommend corrective and preventive measures to be taken
– Assist in daily call handling, responding to customer queries and provide assistance as appropriate
– Assist in the daily creation /maintenance of all HSC customer Internal Delivery Address related standing data records in keeping within agreed timeframes using FPL eFinancials application
– Assist in the filing of team related records in line with PaLS records management, retention and destruction protocols
– Comply with BSO and PaLS policies and procedures relevant to the post and contribute in the process review and implementation of continuous quality improvement opportunities within the Customer Helpline department
– Actively Participate in Performance management and self-development opportunities
Essential Skills:
– A minimum of 5 GCSE’s at Grade A-C to include Mathematics and English OR relevant NVQ Level 2 or GNVQ qualification plus 1 year’s relevant experience**
OR
– Two (2) years relevant work-based experience**.
– **Relevant experience should include:
– Experience in a customer service role dealing directly with customers, clients or suppliers. (e.g. Admin/Retail or warehouse role)
– IT Skills particularly in the use of Microsoft office applications such as word, outlook and excel.
– Excellent communication skills – Actively listening, ability to build a good relationships and rapport with Internal teams and Customers
– Ability to problem solve and trouble shoot issues as they arise
– Prioritising daily workload, working in a face paced working environment
– IT Skills – confident in the use of Microsoft applications such as Word, Outlook, Excel
– Good organisational skills & attention to detail in completing work
Desirable Skills:
– Demonstrate knowledge of a purchasing and supply and/or finance related computerised and e-commerce systems.
– Be studying or be prepared to study for a relevant professional qualification.
If you would like to hear more about these opportunities please get in touch.
