Job Description
My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contract Duties Creation of new complaints on the Complaint Management System (CMS) Creating a new complaint record Reviewing submitted documentation to extract specific information and completion of related fields in the CMS Verification of personal contact information Reviewing of the information received to assess any further information or documentation required Correspondence with the Complainant to provide and/or request information/documentation Correspondence with the Provider to notify it of the complaint and seek any information/documentation as appropriate Assessment of the Complaint Reviewing the content of the information on CMS to confirm specific requirements Reviewing policy or other documents to identify the correct provider Referring complaint files to Assessment team Preparation of memos if appropriate for file escalation Identifying any consent problems or third-party data submissions in line with data protection policies Supporting line managers and colleagues as required to progress complaints, for example, this may include peer review, mentoring, file assessment or other such activity required Communicating with and providing a quality service to the public including providing accurate and clear information following the receipt of a complaint on how to progress a complaint Dealing with queries and progress requests received to group inboxes as requested Drafting clear memos setting out any queries Cross-check accuracy of any data already input to CMS to validate email address if necessary Processing and reviewing quality of documentation received Rename/Input CMS history descriptions to accurately describe content Quality Assurance check for every file before closure or progression to the next stage of the process Provision of excellent customer service Contribute to the achievement of Key Performance Indicators as they apply Skills: Good standard of computer literacy, comfortable using Ms Word, Ms Excel, windows operating systems Good standard of written communication in a business style Good standard of oral communication as phone communication with Complainants and Financial Service Provider is routine Ability to analyse documents to identify required information and to understand the authors intent Ability to convey information in clear and accessible language, explaining information required in a manner that is easily understood Excellent customer service skills, treating colleagues and customers with respect and dignity Ability to organise and prioritise work, balancing activity on multiple files to ensure consistent and timely progression Desirable Previous experience working in a Public Service body Previous experience working in a front facing customer role Previous experience working in a legal administrative role Skills: administration customer service admin