Customer Services Administrator
Marston Holdings
Birmingham, GB
2d ago

Customer Services Administrator

16036.80 - 16380.00

At NSL, our vision is to make the UK a safer, fairer and better place to live and work. We help our clients innovate and improve services to deliver better outcomes.

Built on trust and respect, we are driven and inspired to deliver as one team, and are proud of what we do. We provide frontline, back office and customer support services to design and manage places used by the public and provide national enforcement expertise at our borders and infrastructure.

With over 4,000 colleagues in 250 locations across the UK we serve over 150 clients and 20 million citizens.

We have many exciting opportunities during a period of growth.

Full Time and Part Time Positions are available.

Our Customer Services Administrators are responsible for the effective and efficient management and processing of telephone queries and administration tasks regarding PCN’s (Penalty Charge Notices).

You will be answering incoming calls from customers, answering questions, handling complaints, troubleshoot problems and providing information.

What you’ll be doing

  • Making sure all customer enquiries are handled quickly and efficiently
  • Process payments using a computerised system to update details
  • Production and storage of all documentation required to operate the call centre
  • Compile reports, daily logs and operate the various CRM systems in operation
  • Administration of the day to day routines of the call centre, including handling of credit card details, reconciliation and reporting procedures
  • Deal with public enquiries and complaints in verbal and written form, both general and specific to representations, providing information and advice on NSL’s policies / guidelines and relevant legislation.
  • Communicate with members of the public in person and on the telephone particularly in difficult situations, in an effective and diplomatic manner.
  • To identify and escalate priority issues
  • To complete call logs and reports
  • To advise the public on payment methods and other issues regarding enforcement action taken on their vehicle.
  • The ideal candidate

  • Previous experience in a similar environment
  • IT Literate with a working knowledge / understanding of MS Office
  • Effective communication skills
  • Administrative skills
  • Investigatory skills
  • Effective time management
  • Shifts vary between the hours of 08 : 00 - 20 : 00 Monday - Saturday (Full Time and Part Time hours available).

    In return for your time & hard work

  • £16,036 rising to £16,380 (pro rata) after successful completion of six-month probationary period
  • 33 days annual leave inclusive of bank holidays (To be taken at managers discretion)
  • Pension scheme
  • Award scheme
  • Discount scheme
  • Training & development
  • Interested, apply now

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