Helpdesk / Claims Assistant

Scunthorpe, Lincolnshire, England
Up to £17000.00 per annum
07 Feb 2018
15 Feb 2018
2M Employment Solutions
Contract Type
Full Time

Helpdesk / Claims Assistant
Salary: £17,000 per annum
Based: Scunthorpe

Job Purpose:
To effectively assist with all member enquiries and ensure resolution and to effectively handle all member calls and email enquiries with logical outcomes ensuring satisfactory resolutions.

Key Result Areas:
* Ensure all calls are handled within the service levels agreed by the company
* Communicate effectively to members and colleagues from all areas of the business
* Resolve delivery/product issues and communicate to prevent reoccurrences
* To effectively communicate to the membership

Main Accountabilities:
* Answer calls within the company SLA
* Log each call accordingly
* Investigate all queries to a high standard and until the issue is resolved
* Prioritise workload
* Input member claims resulting from discrepancies on delivery
* To investigate, log and resolve variety of claims with assistance from logistics partners
* Investigate and resolve all invoices, debit and credit queries
* Liaise with all external Symbol Group members and their Head Offices, our Logistics partners, DHL plus other areas of the business
* Carry out general administration duties

Knowledge & Experience:
* Customer service experience
* Knowledge of IT solutions including Excel, Word, Email
* Experience of customer service
* General knowledge of admin and data input duties

Skills & Behaviours:
* Minimum 5 GCSE's grade A - C or equivalent
* Excellent standard of numeracy, literacy and accuracy.
* Excellent customer service skills, with the ability to demonstrate a patient and understanding telephone manner.
* Ability to communicate in a clear and effective way, both verbally and in writing.
* Professional and presentable
* Excellent attention to detail
* Flexible approach (eg. Working hours)
* Ability to work under pressure in a busy, fast paced environment to meet deadlines.
* Effective team player with a high regard for team work

* One Team - working brilliantly together
* Easy to do Business with - keeping things simple
* Invested in our People - supporting our colleagues to be the best they can be
* Trusted Partner - doing what we say we will
* Forward Thinking - planning ahead and maximising our opportunities
* Honesty & Integrity - treating each other fairly with dignity and respect

This Job Description describes key areas of the post but is not exhaustive. The Job Description is subject to review and amendment in line with the needs of the business.

In order to apply for this role, please click 'Apply' to continue your application. Please ensure you include details of your current remuneration package.