Back-office Agent

Secure Mail Handler & Telephony Agent x 1

Back Office Processing – NRE Secure Mail Handler / Telephony Agent

Location – Measham

Hours – 37.5 hrs per week, Monday – Friday, 9am-5pm

The Role

We are currently seeking a Secure Mail Handler/Telephony Agent to join an existing team we have in Ashby working with National Rail Enquiries and their Railcard Application Services.

You will be responsible for providing the best customer service by dealing with customers’ Railcard requests, received via postal applications and possibly over the telephone. This work will involve collating customer details, reviewing; approving / declining Railcard application requests as well as payment handling.

Experience

• Proven experience in a Customer Service focused environment.
• Proven experience of Correspondence Handling Roles
• Proven experience of telephony advisor roles.
• Proven experience of handling complaints.
• Proven ability to pay close attention to detail.
• Proven ability to use initiative.
• Proven ability to be able to adhere to strict timeframes

Skills/Personal attributes

• Excellent organisational, communication and writing skills.
• Computer literacy is essential including MS Word, Excel and E-mail.
• Must be confident to make difficult decisions based on a number of criteria’s.
• Organised and methodical, with an eye for detail.
• Be flexible and have an adaptive approach to your work.
• Can demonstrate a consistent and friendly approach, positive attitude and positive language.
• Empathetic.
•  Engaging with a polite and professional telephone manner