Vetting Client Support Assistant

Warwickshire Police; Warwick; On-site; GBP 24,000 - 26,000; Full time

Job summary

Join a forward-thinking organization as the first point of contact for clients, where your customer service skills will shine. This role involves assisting with vetting applications and ensuring a seamless experience for clients through effective communication. You will enhance customer satisfaction while working collaboratively with a dedicated team. Ideal for those who thrive in a dynamic environment, this position offers a chance to develop professionally while contributing to a culture of excellence in service delivery. Embrace the opportunity to make a meaningful impact in the community.

Qualifications

• 5 A-C grade GCSE’s including English language.
• Willingness to obtain Level 2 NVQ Certificate in Customer Service.

Responsibilities

• Answer customer support messages promptly and professionally.
• Resolve client problems and ensure satisfaction.
• Contribute to maintaining best practices for customer communication.

Skills

Customer Service

Teamwork

IT Competence

Communication Skills

Time Management

Education

5 A-C grade GCSE’s (or equivalent)

Level 2 NVQ Certificate in Customer Service

Tools

Microsoft Office (Word, Excel, Outlook)

Databases

Job description

Stratford-Upon-Avon

Full Time

Permanent

£24,222.00 - £25,626.00

Job Purpose

First point of contact for new and existing clients. Assists with ensuring vetting applications progress through the vetting process expeditiously. Actively contributes towards developing a culture of excellent client service and user satisfaction through the timely and effective resolution of client problems received by any means (including but not limited to: telephone, email, live chat or instant message).

Main Responsibilities

• Answer customer support messages promptly and professionally to enhance the customer service experience.
• Resolve client problems or signpost them to the appropriate person to address their needs.
• Check back with callers to ensure their concerns/issues were resolved to their satisfaction.
• Learn the functions of CoreVet and responds efficiently and effectively to customer complaints, concerns or feedback where it is within your capacity to do so.
• Keep sensitive information and financial records private and confidential.
• Work with management and contribute to maintaining and developing best practices for efficient communication with customers.
• Apply knowledge of Vetting Unit policies to address issues such as poor service delivery.
• Address customer questions about new methods of working, services provided, etc.
• Meets regularly with Vetting Business Development and Account Manager and Vetting Team Supervisors to give feedback to help improve customer service culture, response time and tools to improve staff experience.
• Contribute to retaining client support/loyalty and the achievement of SLA’s by increasing customer satisfaction.
• To undertake other duties commensurate with the role.
  
  

Person Specification

Knowledge:

• 5 A-C grade GCSE’s (or equivalent) including English language
• Level 2 NVQ Certificate in Customer Service (or be willing to study and pass within the probation period)
  
  

Experience

• Working as part of a team and providing excellent customer service
  
  

Key Skills

• Competent in the use of IT including a working knowledge of Microsoft Office products (Word, Excel and Outlook) and databases
• Good verbal and written communication skills
• Ability to deliver customer service within a team environment
• Proven ability to manage high process driven workloads in accordance with strict deadlines