Role: Customer Service

Location: Coventry, CV6 5NX

Rate: 12.90 Pounds per hour

These candidates will be in the Enquiries team at TFL, however they are part of the team that will be needed to support front office call centre when needed, hence why the call centre experience.

Multiskilled Role (4 x FTE)

Role: Handling customer complex enquiries around general scheme information and account based queries both in back office and call taking for front office enquiries across multiple workstreams

• To provide excellent customer service in response to customer correspondence, ensuring all responses are clear and concise
• Adhere to all policies, processes and business rules ensuring work items and customer responses are accurate
• Process and provide complex advice on customer correspondence in accordance with strict set guidelines
• Liaise with 3rd party agencies where required
• Working within a target driven environment adhering to challenging quality and productivity targets
• Understand and advise on processes using appropriate communication skills relating to the precise nature of the issue
• Utilise the tools and resources available to ensure that policy guidelines are adhered to
• Make quick decisions where authorised, in a timely confident manner preventing the need for escalations