Customer Service Administrator - Birmingham, United Kingdom - Communicourt Ltd

Communicourt Ltd
Communicourt Ltd
Verified Company
Birmingham, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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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, 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 12 (£24,772) based on skills and experience, rising to Point 14 (£26,587) through structured development programme.


Job Purpose:


  • To support the coordinators 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 interdepartment 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 coordinator 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

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,
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