My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contract
Duties
1. Creation of new complaints on the Complaint Management System (CMS)
2. Creating a new complaint record
3. Reviewing submitted documentation to extract specific information and completion of related fields in the CMS
4. Verification of personal contact information
5. Reviewing of the information received to assess any further information or documentation required
6. Correspondence with the Complainant to provide and/or request information/documentation
7. Correspondence with the Provider to notify it of the complaint and seek any information/documentation as appropriate
8. Assessment of the Complaint
9. Reviewing the content of the information on CMS to confirm specific requirements
10. Reviewing policy or other documents to identify the correct provider
11. Referring complaint files to Assessment team
12. Preparation of memos if appropriate for file escalation
13. Identifying any consent problems or third-party data submissions in line with data protection policies
14. 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
15. 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
16. Dealing with queries and progress requests received to group inboxes as requested
17. Drafting clear memos setting out any queries
18. Cross-check accuracy of any data already input to CMS to validate email address if necessary
19. Processing and reviewing quality of documentation received
20. Rename/Input CMS history descriptions to accurately describe content
21. Quality Assurance check for every file before closure or progression to the next stage of the process
22. Provision of excellent customer service
23. Contribute to the achievement of Key Performance Indicators as they apply
Skills:
24. Good standard of computer literacy, comfortable using Ms Word, Ms Excel, windows operating systems
25. Good standard of written communication in a business style
26. Good standard of oral communication as phone communication with Complainants and Financial Service Provider is routine
27. Ability to analyse documents to identify required information and to understand the authors intent
28. Ability to convey information in clear and accessible language, explaining information required in a manner that is easily understood
29. Excellent customer service skills, treating colleagues and customers with respect and dignity
30. Ability to organise and prioritise work, balancing activity on multiple files to ensure consistent and timely progression
Desirable
31. Previous experience working in a Public Service body
32. Previous experience working in a front facing customer role
33. Previous experience working in a legal administrative role
For more information contact Ingrid on /