Customer Support Officer

ROLE: Customer Support Officer - Full time and part-time positions available


JOB TYPE: Permanent


COMPANY TYPE: Regulator of the UK's private security industry


HOURS: Full time position (36 hours) 9:00am-5:00pm or Part-time position (6 up to 20 hours) 5:00pm-8:00pm


SALARY: The full-time salary is £24,350; part-time role will be pro-rata to the hours worked


LOCATION: Normally Office based role, but due to the current Covid pandemic the office in Canary Wharf is only open for limited access, and you will need to work from home for the foreseeable. You will be provided with the essential equipment including a Surface Pro.


CULTURE: Friendly, social, professional and down to earth environment



JOB PURPOSE:


To be a member of a team of Customer Support Officers, working in the Customer Support Department in order to complete the day-to-day activities and tasks of the department in line with individual and team performance indicators and key performance indicators.



RESPONSIBILITIES:



  • First point of contact for Licence Manage companies, giving dedicated support and advice

  • Provide a dedicated account management service for nine of the largest and most prestigious security companies operating throughout four nations

  • To provide an understanding of the operational teams and departments roles and responsibilities, and their policies and procedures within the private security industry and its regulatory regime

  • To support and encourage customers to use online access / contact channels, and to escalate / feedback any issues / ideas to develop online services

  • To be the first point of contact for regulated individuals and Directors / Controlling Minds of security organisations and ACS organisations in relation to achieving compliance and maintaining the integrity of the Approved Contractor Scheme

  • To assist and support people and organisations to comply through providing advice and guidance

  • To confidently identify non-compliance or non-conformance through received intelligence

  • To obtain and accurately record evidence to support all decisions that may be appealed at court

  • To respond to customer enquiries from a variety of access / contact channels

  • To understand and respond to the complete enquiry, and ensure the enquiry is logged relevantly, accurately and in line with quality assurance standards

  • To analyse and investigate the enquiry and use all the tools available across all systems to resolve the enquiry at first point of contact for the customer

  • If it is not possible to resolve the enquiry there and then, to use the appropriate knowledge base and systems to escalate the enquiry to tier two, ensuring full ownership of the enquiry until it is taken over by another Officer, keeping the customer updated along the way

  • To manage and own follow up contact to customers where appropriate through to the resolution of the enquiry

  • To establish, develop and maintain active, open and honest relationships with the largest security organisations ensuring a trusted relationship for future regulatory requirements

  • To identify and escalate high risk cases

  • To operate consistently within internal policies and procedures


ESSENTIAL SKILLS:



  • Able to understand and interpret legislation and then apply this to every day enquiries

  • Experience in undertaking challenging conversations with people whether this be on the phone or face to face

  • Able to persuade and influence people to take the necessary action applying appropriate questioning techniques when required

  • Experience in managing workloads and adhering to tight deadlines

  • Has an innovative approach to problem solving

  • Experience of researching and analysing information

  • Excellent IT skills

  • Experience of effective relationship building with customers and key stakeholders

  • Excellent oral and written communication skills and a capacity to communicate with a wide range of people

  • Able to act under own initiative, effectively manage own workload, making sound recommendations and judgements on the next required course of action

  • Able to take accountability for own performance and development

  • Experience in working to a range of performance indicators including productivity, quality and impact

  • Have a good understanding of business practices

  • High levels of drive, determination and commitment

  • An uncompromising approach to customer service

  • Experience of working within a team environment

  • An understanding of the need, and ability, to hold information in confidence when appropriate



NB: If this company and position appeals to you then please apply your CV on-line. Please note that due to a high volume of response Office Angels receive; only successful candidates will be contacted. For the purposes of the Regulations, please note that Office Angels in the provision of these services will be operating as a recruitment agency. Office Angels are an equal opportunities employer

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Jasmine Mather