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Clerical Officer - Customer Service
Client: Cpl
Location: Ireland
Job Category: Other
EU work permit required: Yes
Job Reference:
add932c0e21f
Job Views:
117
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
My client is looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contract.
Duties:
* Creation of new complaints on the Complaint Management System (CMS)
* Creating a new complaint record
* Reviewing submitted documentation to extract specific information and completing related fields in the CMS
* Verification of personal contact information
* Reviewing 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-checking accuracy of any data already input to CMS to validate email addresses if necessary
* Processing and reviewing the quality of documentation received
* Renaming/Inputting 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
* Contributing to the achievement of Key Performance Indicators as they apply
Skills:
* Good standard of computer literacy, comfortable using MS Word, MS Excel, and 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 author's 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
* 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 contact Ingrid.
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