Customer Services Assistant – Contact Procedure

Post Job Title: Customer Services Assistant- Contact Procedure
Reports To Job Title: Contract Procedure Administrator

Purpose of the Job
1.1 This position offers a varied role, contributing to the development of our growing business. Our team have identified a new role within the customer services department to work towards the organisation’s contact procedure, improving the way we maintain our customer interaction and assisting with developing our relationships with our customers.

Key Accountabilities
2.1 Handling customer contacts with discretion and confidentiality
2.2 Deal with data quality queries and exception management.
2.3 Logging and instigating the internal investigation procedure on a wide range of contacts throughout the organisation.
2.4 Flagging high profile complaints for escalation to the Contact Procedure Administrator.
2.5 Work with the Contact Procedure Administrator and Senior Account Manager in continuous improvement and change management in the areas of customer contact procedure.
2.6 Maintaining and working towards the customer contact programme on behalf of the business
2.7 Ensure we work towards the contract SLA targets
2.8 Answering queries from the account and their customers by email or phone
2.9 Promotes safety culture within Lowri Beck and ensures compliance with the requirements of the Health and Safety at Work Act and Meter Operators Code of Practice Agreement.
2.10 Promotes Lowri Beck Policies and procedures.
2.11 Any other ad hoc duties as requested by your manager and the Directors of the Company.

Supervisory Responsibilities
3.1 There are no supervisory requirements applicable to this role.

Main Contacts (External/Internal)
Contacts Frequency
Contract Procedure Administrator: Daily
Senior Account Manager Daily
Account Managers As and when required
Customers As and when required
Customer Services Director As and when required

Other responsibilities
5.1 Follow all policies, processes and procedures which apply to your job role.
5.2 Take actions where appropriate to minimise the impact on the environment.
5.3 To take reasonable care for your health and safety, and health and safety of others who may be affected by your work.
5.4 Assist and co-operate with the company in achieving our SHE objectives by promoting SHE awareness and safe working practices.
5.5 Ensure that all information handled whilst working is treated as confidential unless you are explicitly told otherwise.
5.6 Where you identify an issue or risk which may potentially impact any area of the business, notify any Manager of the risk.

It is important to note that this job description is a guide to the work you will initially be required to undertake. It may change from time to time to meet changing circumstances or the needs of the business. It does not form part of your contract of employment.