Customer Service

Role: Customer Service
Location: Coventry (CV6), for a minimum of 6-weeks then remote working thereafter
Hours: 37.5hours per week, Monday to Friday, 8am to 4pm.
Pay rate: £11.56 per hour
Start date: 17/12/24, however if successful you may be required to attend site one day during W/c: 09/12/24
End date: March 2025, however Blue Arrow will seek to identify alternative suitable assignments.
Contract: Temporary
As a Customer Service Representative, you'll be responsible for the behind-the-scenes processing of essential services on behalf of Capita, Transport for London (TFL). This project is in connection with the TUC Tunnels being constructed under London. These tunnels are aimed to ease congestion, deliver more reliable journeys, improve the air quality and public transport links.
You'll look after customer enquiries in relation to applications for discounts within TFL, via various means of correspondence. You will be required to check that the evidence submitted by the customer is accurate and acceptable before processing the discount accordingly or rejecting the application, whilst advising the customer how to submit a successful application. Furthermore, you'll manage customer enquiries and accounts in relation to requests for amendments, providing they are in line with the business guidelines.
This opportunity presents a remote working environment for all who successfully complete the training program and demonstrate required competencies within the role. It is therefore imperative that you remain in a communicable distance of CV6 for the duration of the assignment.
Responsibilities:
* 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
* To support/and or coach other team members when required
* To contribute to overall achievements of required Service Level by maintaining agreed personal targets
* Embrace change and support continuous improvement by suggesting improvements to working processes, practices and systems to increase efficiency, quality and reduce risk
* Abide by all Capita Security Policies and Procedures ensuring any breaches are escalated accordingly. In addition, adherence to and acceptance of all Security Policies and Procedures appropriate to Capita Transport for London contract
* Abide by all Procedures associated with the Capita Transport for London Service
* Ensure Health & Safety in the workplace, identifying and escalating any risks immediately
Skills required:
* Excellent communication skills both written and verbal
* Good numeracy and literary
* Ability to manage own workload whilst working towards performance targets
* Show great attention to detail and make quick decisions that are line with business guidelines
* Conflict resolution to satisfy customer queries successfully
* IT literate
Comprehensive training will be provided along with ongoing support from trainers, your team leaders, and your colleagues. No annual leave or time off for appointments will be granted during the training period.
Rewards & Benefits:
* Attractive pay rates
* Remote working once training and competencies achieved
* Full paid training
* Instant access to Blue Arrow training portal
* Auto enrolment in pension scheme
* 28 days paid holiday
All applications will be subject to pre-employment and referencing checks, inclusive of DBS.

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