Customer Services Officer

Customer Services Officer

An exciting opportunity for an experienced Customer Services Officer to work for this high profile independent body based in WC1

You will work effectively as part of a team and deal with enquiries, both by phone and written, from the public

Duties will include

* Receive and manage calls from both members and the public regarding Law Society products in a way that ensures a balance is achieved between being customer focused and meeting the needs of the caller. Although the nature of enquiries will in the main be straightforward in nature consideration should be given to the wider implications of the issues raised may not be immediately apparent
* Provide relevant, accurate and up to date advice using a variety of resources and using own initiatives in approaching colleagues in various departments to discuss specific issues
* Respond to straightforward email, letter and web enquiries using all relevant information and systems, ensuring issues are clearly identified
* Provide a signposting service, (for example ‘pastoral care’) through helpline technology, ensuring any enquiry requiring a specific response is dealt with appropriately
* Provide switchboard services, ensuring calls are directed to appropriate area of the business

Assist all members and the public through an array of communication channels, making every attempt to “close” the enquiry at the first stage


* GCSE standard (or equivalent) or job related equivalent
* Good work management skills
* Able to apply logic and common sense when analysing problems
* Proven experience of providing a high quality service to a diverse range of customers
* Understands and utilises the most appropriate method of communication, whether verbal or written
* Excellent written and oral communication skills
* Able to communicate clearly by phone demonstrating effective call handling, customer focus
* Able to handle challenging and demanding customers and solicitors effectively
* Able to work effectively as part of a team and willingly co-operates. Responds proactively and positively to requests for information and help
* Previous Call Centre experience would be desirable but is not essential
* Previous experience of working for an independent governing body would be desirable but is not essential

Hourly Pay Rate £10.00 – £11.30 plus holiday pay

Start Date: week of 22nd May

Ongoing temp poss perm

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