Enquiries Team Member

Job details

Job title Enquiries Team Member
Ref CBS9JP00005244
Location Harwell
Region Central and South East
Company Radioactive Waste Management
Salary 27000.00-35000.00 GBP per year
Duration 12 Months
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The Role

This company require assistant within their Contact Services Centre Team to manage inbound communications via email, white mail and telephone. The department is growing and is expected to grow further as the company embarks on Community Engagement and continues working with stakeholders. The role will also involve administration duties and engaging with business managers across the business.

Key Accountabilities

• Manage and respond to enquires received through a variety of media, including emails, telephone calls, letters as well as supporting colleagues to respond to social media and website enquiries

• Work with subject matter experts to resolve enquiries which can be complex and produce appropriate responses

• Help track and manage the team’s performance ensuring contributions to meeting service level standards and performance targets

• Identify opportunities for service improvements

• Support the delivery of Freedom of Information requests and Subject Access Requests

• Support colleagues with administrative duties where required

• Make contact with stakeholders, providing them with relevant information such as meetings in their area, feedback on their enquiries etc

• Ensure compliance with all Data Protection legislation in all aspects of the role delivery

• Ensure compliance with all policies and standards of behaviour

• Provide advice and support to team managers on relevant issues

• Operate Salesforce CRM and Support the Salesforce CRM development team with feedback

Experience Required

• Educated to at least GCSE (A – C) level including English and Maths or equivalent.

• Experience of managing complex, highly contentious issues (Ideally with significant public interest and awareness, such as infrastructure or utilities)

• Experience in utilising CRM systems, preferably Salesforce

• Experience of internal reporting

• Understanding of GDPR and privacy requirements

• Customer Journey development experience would be an advantage

• Interest or understanding of the UK’s industrial strategy, national infrastructure programmes and latest customer service strategies

Skills Required

• Customer focused with a desire to meet a customer’s needs

• High levels of accuracy when inputting data

• Professional and friendly telephone manner

• Excellent communication skills, both written and verbal

• Ability to adapt communication styles to best suit the customer

• Ability to work well in a team and recognise their role as part of a wider organisational team

• Strong problem-solving skills and tenacity

• Act with integrity, professionalism and takes responsibility

• Ability to prioritise effectively

• Experience in working to deadlines

Additional information about the process

Enquiries Team Member

Reference: CBS9JP00005244

Location: Harwell, Oxfordshire

Job Type: Contract

Salary: 27-35k

Duration: 12 months

Contact Details: Charlotte Williams – charlotte.williams@capita.com – 07599548238

This vacancy has been deemed inside of scope IR35.

Capita Resourcing is the strategic resourcing business within Capita plc. We are the chosen provider of agency workers and permanent recruitment for the Nuclear Decommissioning Authority (NDA) collaborative framework, across nuclear sites and offices UK wide.

NuclearWorks welcomes applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. NuclearWorks is a trading name of Capita Business Services Ltd. Services offered are those of an Employment Agency and Employment Business.

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