Re: Customer Services Officer x3 - Job Ref 6806
Thank you for your interest in the above position. Our application pack consists of:
· application form
· job description
· person specification
· our standard behaviours
· equal opportunities monitoring form
This pack can also be made available to you by email, in large print, Braille, on disk or tape. Please feel free to ask us if you would prefer to receive it in one of these alternative reading media. Please note that we only accept CVs from applicants whose disability makes it difficult to complete an application form. All applicants however need to address the specific information we have asked for in the job advert.
If you have a disability and would like assistance in filling in the form then please contact us at least three days before a specified closing date and we shall be glad to help you.
You are advised to read the guidance notes on the careers page of our website before filling in the application form. Wherever possible please complete and return your application form and the equal opportunities monitoring form electronically, however we will accept braille, audio, disk, typed and handwritten applications.
Closing date for completed applications 27 June 2014
Interviews will be held on week commencing 14 July 2014
Please note that we accept completed applications up until 2.00pm on the closing date.
Completed application forms along with the equal opportunities monitoring form should be returned to:
or HR Administrator, RNIB, Human Resources, 105 Judd Street, London WC1H 9NE.
If you have not received an acknowledgement for your emailed application within 24 hours please call 020 7391 2170.
Although we would like to be able to write to each applicant individually to let them know the outcome of their application, the cost of doing so is prohibitive. Because of our charitable status we are endeavouring to save on costs wherever possible. Therefore, please assume that if you have not heard from us within three weeks of the closing date that your application has been unsuccessful.
Thank you for your interest in this vacancy.
Melissa Taylor
Resourcing Administrator
RNIB Job description
Job title: Customer Services Officer x3
Job level cluster: Management, Professional, Specialist
Job level: M4
Group: Inclusive Society
Section: Membership & Information Services
Unit: Helpline
Location: Peterborough
Salary: £17,900
Reports to: Helpline Team Leader
Purpose of job
To work with other Helpline team members to provide a high quality telephone and email based order and information enquiry service to defined service standards.
Impact:
Actions have a high impact on customers and clients
Financial responsibility:
Processing of customer payments on a day to day basis
Decision making responsibility:
Required to make decisions on specific work tasks within agreed terms of reference or remit
1. Main accountabilities:
1. To respond to telephone, email and postal enquiries/orders from a wide range of callers including blind and partially sighted people, their relatives and friends, general public, students, health and social services, and professionals.
2. To make outbound calls to customers, regarding products and services, ensuring that the customer is happy with the services received and promoting other appropriate support.
3. To check requests against stock and input orders onto the database, ensuring terms of payment are defined.
4. To deal with upset, anxious or angry customers with tact and understanding.
5. To supply information by telephone, post or email and where appropriate signpost by referring on to RNIB's advice service or other departments and organisations to meet customer needs.
6. To promote RNIB services and RNIB Membership via telephone, post or email.
7. To create and maintain customer records/subscriptions within the CRM, Sage Talking Book and Aleph databases.
8. To undertake any general administrative duties associated with enquiry/order work, as necessary, including filing, photocopying, and the use of Word templates.
9. To assist with any service monitoring, evaluation or customer feedback activities and complaint handling contributing to service development.
10. To produce daily and weekly figures for the Senior Manager of Customer Services.
11. To handle credit card transactions, direct debits, credit notes and debit notes while dealing with customer’s enquiries/orders.
12. To work within RNIB's quality systems
13. To assist with the training of new Helpline Officers, as required by the Senior Manager Customer services.
General
The following points are common to all job descriptions:
1. Undertake any other duties commensurate with the post
2. Adhere to all RNIB policies and procedures
Person Specification
All criteria are essential unless otherwise stated
1 Specialist knowledge, skills and experience
1.1 Experience of working within a Customer Services environment, dealing with a large number of telephone calls.
1.2 Experience of being the first point of contact within an organisation.
1.3 Experience of administrative duties, such as filing, photocopying, etc.
1.4 Experience of using computers to include databases, Word, excel, email and Internet.
1.5 Knowledge of computerised operations and records in sales/service.
1.6 Knowledge of quality assurance systems.
1.7 Experience of working in an outbound sales or call centre environment
1.8 Ability to understand and produce statistics.
1.9 Ability to examine customer accounts and raise the appropriate credit or debit note.
2. People management skills / team working skills
Ability to develop effective and supportive relationships with colleagues.
3. Planning and organisational skills
3.1 Experience of organising own time effectively, creating work schedules, prioritising workload and meeting deadlines.
3.2 Ability to multi task and provide information on a wide range of enquiries and an extensive product and service range.
3.3 Ability to attend to detail for the accurate maintenance of database records and entry.
4. Problem-solving and creative skills
4.1 Ability to take responsibility for own actions and make decisions without referring to others.
4.2 Ability to respond calmly and with sensitivity to distressed or angry callers, whilst maintaining objectivity.
5. Communication skills
5.1 Experience of communicating effectively, both verbally and in writing, adapting style to suit the audience, including a clear and friendly telephone manner.
5.2 Experience of listening effectively by identifying and analysing caller’s needs quickly and accurately.
5.3 Experience of transcribing messages accurately.
5.4 Ability to deliver sensitive and confidential information to a wide audience.
5.5 Ability to deliver technical assistance to customers of the Talking Book service.
6. Special conditions
6.1 Willing to work flexible hours to cover late evenings until 5.30 pm
6.2 This post has been identified as one with a high content of keyboard work. Training will be given in the correct use of VDU’s
6.3 Willingness to participate in any training or development activities to develop and maintain any professional skills and knowledge appropriate to the Helpline's objectives.
Behaviours (Bands 6-7)
Deliver results
· Shows Commitment to continuous personal learning and development which supports the delivery of outstanding service.
Engage customers
· Prepared to go the extra mile to exceed customer expectations.
Engage others
· Builds and sustains strong support relationships with colleagues and customers and others which engenders trust and respect and contributes to team and organisation’s profile and reputation.
Set direction
· Demonstrates awareness of commercial and financial considerations.
· Identifies opportunities for innovation and creativity which contribute to team’s goals and continued success.
· Cooperates and is open to possibilities of change, responds positively to change and considers ways to implement and adapt to change.
Lead and inspire
· Shows willingness to take responsibility for own action.
· Remains calm and focused under pressure.
· Displays resilience and takes a rational approach.
Personal impact
· Communicates clearly, concisely, accurately and appropriately to the audience.