Clerical Officer

4 weeks ago


Dublin, Dublin City, Ireland Cpl Full time

My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contract

Duties

  • Creation of new complaints on the Complaint Management System (CMS)
  • Creating a new complaint record
  • Reviewing submitted documentation to extract specific information and completion of related fields in the CMS
  • Verification of personal contact information
  • Reviewing of the information received to assess any further information or documentation required
  • Correspondence with the Complainant to provide and/or request information/documentation
  • Correspondence with the Provider to notify it of the complaint and seek any information/documentation as appropriate
  • Assessment of the Complaint
  • Reviewing the content of the information on CMS to confirm specific requirements
  • Reviewing policy or other documents to identify the correct provider
  • Referring complaint files to Assessment team
  • Preparation of memos if appropriate for file escalation
  • Identifying any consent problems or third-party data submissions in line with data protection policies
  • Supporting line managers and colleagues as required to progress complaints, for example, this may include peer review, mentoring, file assessment or other such activity required
  • Communicating with and providing a quality service to the public including providing accurate and clear information following the receipt of a complaint on how to progress a complaint
  • Dealing with queries and progress requests received to group inboxes as requested
  • Drafting clear memos setting out any queries
  • Cross-check accuracy of any data already input to CMS to validate email address if necessary
  • Processing and reviewing quality of documentation received
  • Rename/Input CMS history descriptions to accurately describe content
  • Quality Assurance check for every file before closure or progression to the next stage of the process
  • Provision of excellent customer service
  • Contribute to the achievement of Key Performance Indicators as they apply

Skills:

  • Good standard of computer literacy, comfortable using Ms Word, Ms Excel, windows operating systems
  • Good standard of written communication in a business style
  • Good standard of oral communication as phone communication with Complainants and Financial Service Provider is routine
  • Ability to analyse documents to identify required information and to understand the authors intent
  • Ability to convey information in clear and accessible language, explaining information required in a manner that is easily understood
  • Excellent customer service skills, treating colleagues and customers with respect and dignity
  • Ability to organise and prioritise work, balancing activity on multiple files to ensure consistent and timely progression

Desirable

  • Previous experience working in a Public Service body
  • Previous experience working in a front facing customer role
  • Previous experience working in a legal administrative role

For more information contact Ingrid on


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