Customer Representative

Vertage Inc.; Coventry; Hybrid; GBP 18.000 - 24.000; Vollzeit

Zusammenfassung

Vertage Inc. is recruiting a customer service specialist to handle complex enquiries related to general scheme information and account-based queries across back office and front office operations in the UK.

The role requires clear communication and strict adherence to policies while liaising with third-party agencies as needed. The initial assignment starts 9 November for 12 weeks, office-based for 4–6 weeks (9 November to at least 11 December, potentially up to 22 December), then transition to

Qualifikationen

• Strong reading and comprehension skills.
• Excellent written communication and letter-writing ability.
• Ability to follow detailed business rules and interpret complex information.
• Ability to complete thorough investigations.
• Ability to adapt and change to working on different workstreams.

Aufgaben

• Handle customer enquiries about general scheme information and account-based queries across back office and front office.
• Provide clear, concise responses to customer correspondence in a timely manner.
• Adhere to all policies, processes and business rules to ensure accurate work items and responses.
• Liaise with 3rd party agencies when required.
• Work in a target-driven environment with quality and productivity targets.

Kenntnisse

Reading & comprehension

Written communication

Rule interpretation

Investigations

Adaptability

Jobbeschreibung

Role: Handling customer complex enquiries around general scheme information and account based queries both in back office and call taking for front office enquiries across multiple workstreams

• To provide excellent customer service in response to customer correspondence, ensuring all responses are clear and concise
• Adhere to all policies, processes and business rules ensuring work items and customer responses are accurate
• Process and provide complex advice on customer correspondence in accordance with strict set guidelines
• Liaise with 3rd party agencies where required
• Working within a target driven environment adhering to challenging quality and productivity targets
• Understand and advise on processes using appropriate communication skills relating to the precise nature of the issue
• Utilise the tools and resources available to ensure that policy guidelines are adhered to
• Make quick decisions where authorised, in a timely confident manner preventing the need for escalations

Starting 9th November.

• Duration: Initial 12 weeks, with strong potential for extension
• Working pattern: Office-based for 4–6 weeks (9 November to at least 11 December potentially up to 22 December)
• Then transition to working from home
• Hours: 08:00–16:00, Monday to Friday

Role requirements

• Strong reading and comprehension skills
• Excellent written communication and letter-writing ability
• Ability to follow detailed business rules and interpret complex information
• Ability to complete thorough investigations
• Ability to adapt and change to working on different workstreams