Customer Service Representative

Job description

NSL manages outsourced services in highly regulated environments used by the public and has over 70 clients (including Transport for London, DVLA, Westminster City Council and many NHS Trusts) and employ 5,200 people to fulfil services for these contracts. Success has led NSL to create three specialist sectors dedicated to core markets; Central Government, Local Government and Health.

We are currently recruiting for a Customer Service Representative to be based in Henshaw House, Oldham. You will be responsible for effective and efficient management and processing of telephone queries and related administration tasks regarding PCN’s (Penalty Charge Notices), ECN’s (Excess Charge Notices), and ensuring that NSL delivers an excellent level of service.

Key elements of the role

To provide advice on representations against issued Notices
Develop, keep and maintain filing systems, computerised systems and information relating to notice processing, ensuring that all necessary paperwork for individual cases is collated.
Ensure that all enquiries are dealt with in accordance with Traffic Management Act 2004, ALG Tec’s Code Of Practice and all other relevant legislation.
To process payments using a computerised system to update details
Production and storage of all documentation required to operate the call centre
Compile reports, daily logs and operate the various CRM systems in operation
Administration of the day to day routines of the call centre, including handling of credit card details, reconciliation and reporting procedures
To undertake the duties of the post in accordance with the QA system and procedures as laid down in the operating manual
Investigate keeper details where appropriate.
Deal with public enquiries and complaints in verbal and written form, both general and specific to representations, providing information and advice on NSL’s policies/guidelines and relevant legislation.
Communicate with members of the public in person and on the telephone particularly in difficult situations, in an effective and diplomatic manner.
To identify and escalate priority issues
To complete call logs and reports
To advise the public on payment methods and other issues regarding enforcement action taken on their vehicle.

The ideal candidate

Previous experience in a similar environment
IT Literate with a working knowledge / understanding of MS Office
Effective communication skills
Administrative skills
Investigatory skills
Effective time management

You will be required to work 40 hours per week, Monday to Sunday (including Bank Holidays) Shifts vary between the hours of 06:30 and 21:00, flexibility for the role is essential.

In return for your time & hard work

£14326

20 days per annum days annual leave plus bank holidays

Pension scheme
Award scheme
Discount scheme
Training & development
Employee Consultative Committee to represent the voice of colleagues

Interested? Apply now!

Desired profile

NSL manages outsourced services in highly regulated environments used by the public and has over 70 clients (including Transport for London, DVLA, Westminster City Council and many NHS Trusts) and employ 5,200 people to fulfil services for these contracts. Success has led NSL to create three specialist sectors dedicated to core markets; Central Government, Local Government and Health.

We are currently recruiting for a Customer Service Representative to be based in Henshaw House, Oldham. You will be responsible for effective and efficient management and processing of telephone queries and related administration tasks regarding PCN’s (Penalty Charge Notices), ECN’s (Excess Charge Notices), and ensuring that NSL delivers an excellent level of service.

Key elements of the role

To provide advice on representations against issued Notices
Develop, keep and maintain filing systems, computerised systems and information relating to notice processing, ensuring that all necessary paperwork for individual cases is collated.
Ensure that all enquiries are dealt with in accordance with Traffic Management Act 2004, ALG Tec’s Code Of Practice and all other relevant legislation.
To process payments using a computerised system to update details
Production and storage of all documentation required to operate the call centre
Compile reports, daily logs and operate the various CRM systems in operation
Administration of the day to day routines of the call centre, including handling of credit card details, reconciliation and reporting procedures
To undertake the duties of the post in accordance with the QA system and procedures as laid down in the operating manual
Investigate keeper details where appropriate.
Deal with public enquiries and complaints in verbal and written form, both general and specific to representations, providing information and advice on NSL’s policies/guidelines and relevant legislation.
Communicate with members of the public in person and on the telephone particularly in difficult situations, in an effective and diplomatic manner.
To identify and escalate priority issues
To complete call logs and reports
To advise the public on payment methods and other issues regarding enforcement action taken on their vehicle.

The ideal candidate

Previous experience in a similar environment
IT Literate with a working knowledge / understanding of MS Office
Effective communication skills
Administrative skills
Investigatory skills
Effective time management

You will be required to work 40 hours per week, Monday to Sunday (including Bank Holidays) Shifts vary between the hours of 06:30 and 21:00, flexibility for the role is essential.

In return for your time & hard work

£14326

20 days per annum days annual leave plus bank holidays

Pension scheme
Award scheme
Discount scheme
Training & development
Employee Consultative Committee to represent the voice of colleagues

Interested? Apply now!