My client is looking to hire a Customer Service Clerical Officer to join their team in Dublin 2. This position is a rolling temporary contract initially offered on a 6-month basis.
Duties
1. Creation of new complaints on the Complaint Management System (CMS)
2. Creating a new complaint record
3. Reviewing submitted documentation to extract specific information and completing related fields in the CMS
4. Verification of personal contact information
5. Reviewing received information to assess if further information or documentation is required
6. Correspondence with the complainant to provide or request information/documentation
7. Correspondence with the provider to notify of the complaint and seek additional information/documentation as appropriate
8. Assessment of the complaint
9. Reviewing CMS content to confirm specific requirements
10. Reviewing policy or other documents to identify the correct provider
11. Referring complaint files to the assessment team
12. Preparing memos for file escalation if appropriate
13. Identifying consent issues or third-party data submissions in line with data protection policies
14. Supporting line managers and colleagues to progress complaints, including peer review, mentoring, or file assessment
15. Communicating with and providing quality service to the public, including clear information on complaint procedures
16. Handling queries and progress requests received via group inboxes
17. Drafting clear memos to outline queries
18. Cross-checking data accuracy in CMS, including email validation
19. Processing and reviewing the quality of received documentation
20. Renaming/Inputting CMS history descriptions accurately
21. Conducting quality assurance checks before file closure or progression
22. Providing excellent customer service
23. Contributing to the achievement of key performance indicators (KPIs)
Skills
* Proficient in MS Word, MS Excel, and Windows operating systems
* Strong written communication skills in a professional/business style
* Good oral communication skills for routine phone interactions with complainants and service providers
* Ability to analyze documents to identify required information and understand authors' intent
* Ability to convey information clearly and accessibly
* Excellent customer service skills, treating colleagues and customers with respect and dignity
* Organizational and prioritization skills to manage multiple files efficiently
Desirable
* Experience working in a public service organization
* Experience in a front-facing customer service role
* Experience in legal administrative roles
For more information, please contact Ingrid.
Additional Skills: administration, customer service, admin
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