Customer Services Officer

End date: 01/10/2024

Salary Range: £24,274 - £30,693 per annum

We are currently seeking a Customer Services Officer, to provide excellent customer service to active and retired employees and employers and issuing a range of different products via various communication avenues. ​​​​​​​

What can I expect to do in this job?

Your key responsibilities will include the following:

• Ensuring compliance with General Data Protection Regulations (GDPR) and processs to ensure complete protection of confidential information.
• Ensuring RST’s Phoenix database is accurately maintained in respect of employees’ data to enable correct products to be issued.
• Providing help and guidance to employees and employers when dealing with daily queries and applications received via telephones, emails, post and online applications in accordance with the daily work allocation set by the Office Services Manager.
• Producing any travel documents in accordance with the Scheme rules, TOC and NON-TOC arrangements.
• Ensuring that all data transactions carried out, ensuring accuracy of information provided against eligibility within scheme and department rules.
• Delivering a professional service to all employees and employers at all times
• Improving current processes to enhance the services provided.
• Conducting any other tasks reasonably requested by the Office Services Manager or Senior Customer Service Officers.

Requirements

• A good understanding of General Data Protection Regulations
• Excellent telephone and communications skills
• A flexible approach to changes in the daily work allocation and in accordance with changing priorities
• Able to improve current processes to enhance our service
• Previous experience of working in a customer service role
• General office administration skills and experience of clerical work
• Excellent written and verbal communication skills
• Excellent knowledge of Microsoft Office products
• Experience of dealing with customers in a friendly but assertive way
• Excellent attitude to customer service
• Able to enter data correctly
• Ability to work accurately with attention to detail
• Able to adapt to new procedures and ability to embrace change
• Ability to work under pressure with a high volume of work whilst treating all customers in a professional manner and continuing to fulfil expectations.

Benefits

• 30 days annual leave
• 75% reduction on UK rail travel (for work and leisure) - more below
• Reduced international rail travel
• Interest free season ticket loan
• Contributory defined benefit pension scheme
• Give As You Earn scheme
• Subsidised private medical care
• Healthcare cash plan scheme
• Employee Assistance Programme scheme
• Flexible working
• 30 weeks full pay for maternity, adoption and shared parental leave (subject to eligibility)
• Personal Development Days
• Employees may sell up to a maximum of five days’ leave. Employees can buy up to a maximum of five days’ leave. These figures will be pro rata for part-time employees