service administrator Birmingham, England
Job description
About Communicourt
We are a fast-growing company, with intermediaries (communication specialists) working across the UK in the criminal and family courts. Our practitioners need to rely on robust admin support, and we pride ourselves on the excellent support we provide.
We have an excellent track record for training and development of staff, at all levels and need a keen and enthusiastic team player with excellent communication skills who wishes to further their career in a forward-thinking organisation.
We are looking for a competent customer service administrator who is confident answering the phone and dealing independently with solicitors and other legal professionals who make referrals to our service, supporting them to use our online portal, and approaching their queries and problems in a supportive and problem-solving manner.
Job Title: Customer Service Administrator, Full time
Responsible to: Operations Manager
Work Base: Trigate, 210-222 Hagley Road West, B68 0NP
Hours: Monday – Friday between 8:45am to 4:45pm.
(occasional mandatory Saturdays for training in addition to normal working hours – up to 8 per year)
Salary: Point 10 (£23,080) to Point 14 (£26,587) based on skills and experience.
Job Purpose:
- To support the co-ordinators in the administration aspects of the business including processing and actioning phone calls, supporting the bookings team with initial referrals, assessments, conferences, and court bookings
- Act as the first point of contact for telephone and personal callers, giving a professional and approachable image for the company
Main Duties:
- Maintain accurate records of calls to ensure that proper correspondence and documentation are received and acknowledged
- Work effectively with colleagues and external stakeholders within the framework of Communicourt’s policies and procedures and using clear verbal and written communication
- Dealing swiftly and efficiently with customer queries and complaints and providing feedback to the relevant departments
- Contribute to the smooth running of the office, including effective implementation of office procedure, Health and Safety and Data Protection
- Develop strong inter-department relationships to support the delivery of excellent customer service
- Manage own workload and time prioritising as necessary, taking into consideration company needs and drivers
- Book hotels for intermediaries working in courts in other cities
- Preparation for staff training days and other events
- Preparing and collating data for leadership team
- Committing to a culture of continuous improvement and identifying opportunities to streamline business processes and systems
- Managing customer expectations and gatekeeping escalations to the co-ordinator team
- Engage in regular one to one sessions with line manager, acting on set action points and regularly reporting back on progress against these action points
- Engage proactively in daily and weekly team meetings
- Engage proactively in company training activities including statutory training and Team days
- Undertake other duties as may reasonably be requested
Who are we looking for?
Applicants should have:
Relevant
Qualifications
English and Maths GCSE or equivalent.
Relevant experience
Substantial experience working as part of a customer service team, managing a high quantity of incoming questions, support requests and enquiries.
Some experience of complaints handling.
Passion for equality and fairness
An understanding of the needs of vulnerable people within the justice system and a passion for fairness and justice. Be able to demonstrate an alignment to our Company values – Respect, Courage, Innovation, Diversity and Inclusion.
Excellent professional skills
Work effectively with colleagues demonstrating excellent professional skills and contribute to the development of the company brand and reputation in the courts by providing excellent customer service.
Excellent organisation skills
A proven track record of effective organisation and time management strategies.
Excellent IT Skills
Demonstration of excellent IT literacy
Able to work across 2 screens accessing and collating data from several windows.
Able and willing to learn our bespoke IT system.
Previous experience using CRM systems.
Excellent Communication skills
Able to demonstrate excellent and professional verbal and written communication skills face to face, telephone, email and other communication methods.
Excellent time keeping
A proven track record of excellent time keeping and attendance.
Applicants should be:
Focussed
Able to concentrate and think clearly on your feet to find a solution.
Able to prioritise and reprioritise work tasks in order to juggle several work tasks at the same time.
Solution focussed
A positive manner, able to support colleagues solve problems when they arise.
Strong
The content of the cases can be upsetting and emotionally demanding. Whilst the administration team do not work directly with service users, the content of the referrals and some phone calls can sometimes be of an upsetting nature.
Supportive
We have developed excellent links and support networks within and outside of Communicourt. We expect all team members to be supportive of all colleagues and have a ‘can-do’ attitude to their work.
Well organised
The administration team have to be organised and use their initiative to meet the demands of the service.
Values Focussed
Our company values are very important to us an organisation and we expect all staff to demonstrate these values in all their work
What Communicourt offers in return…
- Opportunities for training and career development outlined in a professional pathway with defined milestones supported by well-structured professional supervision
- Additional external training opportunities
- Skilled managers to help you to progress your career
- A loyal and dedicated administration and finance team
- Excellent IT to ensure you can work effectively
- 2 charity or volunteering days
- Employee assistance programme
- Discounts at over 900 retail outlets
- Cycle to work scheme
Job Types: Full-time, Permanent
Salary: £23,080.00-£26,587.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Birmingham: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 2 years (required)
Work Location: In person
Application deadline: 11/08/2023
