Customer Service Advisor

Reed Secure is a specialist provider of permanent, contract, temporary and outsourced recruitment solutions for security cleared professionals.

We require Customer Service Advisors to cover an existing workload within ACRO, based near Fareham.

This is an interim position for an initial 3-6 months with the potential to be extended, dependent on workload.

Job Purpose:

• To be the first point of contact for all types of telephone calls and e[1]mails from the public and Police Forces requesting information on the services provided by ACRO. Responsible for ensuring callers are given the correct advice and information, resolving application issues, and re-directing the caller to other specialists within ACRO as necessary.
• To receive and critically assess all types of calls and emails from the general public, police, and other agencies.
• To give advice and take appropriate action to resolve the query at first point of contact whenever possible, being accountable for maintaining a high standard and managing the caller's expectations regarding the service that can be provided by ACRO.
• To determine if a query cannot be resolved by the Customer Services team and task it to the appropriate department or organisation with a comprehensive rationale.
• Initiate contact and engage with the public concerning ACRO service provision and application queries.
• Where applicable, process all payment options with the applicant or process service payments by debit or credit cards.
• To interrogate a broad range of IT systems accurately, in order to gather relevant supporting data to provide the best resolution to the request or enquiry.

Skills and experience needed to be successful in this role:

• Proven experience of working in a professional environment, performing a range of clerical tasks, including word processing, maintaining and updating manual and computerised filing systems with speed and accuracy.
• Proven experience of customer contact, particularly on the telephone, including handling difficult callers and sensitive matters.
• To interrogate a broad range of IT systems accurately, in order to gather relevant supporting data to provide the best resolution to the request or query.
• To clearly and accurately record relevant information into an extensive range of computer systems for a variety of intended audiences.

This role offers a competitive salary of £15.09 per hour PAYE (Inside IR35) and you’ll be working via Reed who offer great benefits such as discounts, cashback offers and more as well as weekly pay.

Any offers would be subject to police vetting and right to work checks.

Please apply now and join us in loving Mondays!