Apprentice Customer Service Agent – Marston Holdings

General description
Marston Holdings have grown organically and through acquisition to provide a multitude of end-to-end
services that support the implementation of public policy. In the main, we support the government,
utilities, and private sectors through the delivery of market leading integrated technology-enabled
solutions from design and implementation to management and recovery.

The role of the role Customer Service Agent is to deal with customer contact via multiple channels
including written, electronic, and verbal communications professionally and effectively through all contact
methods. Process checks on customer personal information ensuring that compliance to regulations and
legislation are adhered to at all times. To process data and provide fair and appropriate treatment of
customers to ensure enquiries are dealt with accurately and efficiently.

Core duties and responsibilities

• To deal with both inbound and outbound contacts via written, electronic, and verbal communication
  with our customers.
• To process checks of ID documents to support the recruitment process of our clients.
• To review video footage of ANPR cameras and decide whether a contravention has taken place.
• Obtain and record accurate information regarding answered calls on the appropriate system
  provided for that contract.
• To understand the customer needs to either provide them the help and support or signpost to the
  correct team to deal with their enquiry.
• To handle and resolve customer enquiries and complaints where possible or follow the escalation
  process.
• To negotiate and set payment plans following appropriate guidelines.
• To ensure a high standard of professional practice is met at all times.
• To maintain knowledge of our customer policies to ensure accurate decision making and letter
  content.
• Obtain and record accurate information on the customer database provided for that contract.
• To ensure quality standards as set by the client and Management are achieved
• Compliance with all KPI’s set by your Line Manager.
• Ensure the security of any customer information that comes into your possession or becomes known
  to you, and only share that information appropriately with colleagues and the client.
• To liaise with other departments and the appropriate bodies associated with your department.
• To maintain working relationships with colleagues and management
• Continually develop own behaviours, skills, and knowledge.
• Complete Modern Apprenticehsip in Digital Applications SCQF 6

Person specification

• A keen eye for detail.
• Previous letter writing experience with excellent spelling and grammar skills.
• Customer focused and able to effectively deal with challenging calls and contacts in a calm and
  empathetic manner.
• Excellent communication skills – the ability to convey messages in a clear and concise way both verbal
  and written.
• Excellent organisation skills and have the ability to work as part of a team and on own.
• Positive and self-motivated.
• Ability to recognise vulnerability and to act appropriately in line with the Company’s Vulnerability
  policy.
• Good IT skills, able to work on MS Office and customer databases