Job Description and Person Specification by GJ3Au1


									  Job Description and Person Specification
The purpose of the Job Description and Person Specification is to provide information about the role and the
skills a successful candidate must have. Note for recruiting managers: If you are recruiting for an existing
post, reuse the Job Description and Person Specification that already exists for the job.

Job details
    Job title:                                     Customer Service/Support Team Assistant

   Directorate:                                                 Customer Service

  Reporting to:                                   Customer Service/Support Team Leader

      Grade:                                                              4

Job description
Purpose of the            To support the delivery of fit for purpose, cost effective registration, assessment,
post:                      certification and customer support services, to retain existing and attract new
                           customers to fulfil CACHE strategic objectives.

Main duties and           Cooperative working across the customer service/support team to deliver key performance
responsibilities:          indicators and customer service charter.
                          Customer support through communication channels used by customers.
                          Delivery of registration, assessment and certification services.
                          Assist in the quality control of customer service/support activities.
                          Adherence to documented procedures
                          Suggest improvements in process efficiency including the use of technology.
                          Efficient and accurate order fulfilment.
                          Uphold the regulatory compliance of customer service activities and implementation of CACHE
                           quality standards.
                          Assist customers in the use of CACHE customer services processes.
                          Assist in the development and testing of new functional developments on customer facing
                          Production, coordination and dispatch of external assessment event material.
                          Maintain an effective working relationship with suppliers to deliver required service level
                          Report feedback from customers to identify trends and potential risk to CACHE.
                          Assist in the resolution of customer complaints.
                          Record all customer contact events on CRM.
                          Provide support to customers identified for account management.
                          Assist with cross divisional support for all customer facing and business development initiatives,
                           functions and services
                          Provide support for CACHE staff working in the field to pass messages to and from customers.
                          Report feedback on customer-facing issues concerning CACHE products and services, both at
                           time of launch and in subsequent operation.

General                Enable effective planning, implementation and maintenance of CACHE’s core processes
Requirements           through supporting:

                    Shared cross divisional working with other team members specifically for:
                            Knowledge Management – Business Performance
                            Knowledge Management – Business Capability
                            Relationship Management – Suppliers
                            Relationship Management – Stakeholders
                            Customer Linking

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                                       Job Description and Person Specification

                                    Order Fulfilment
                                    Qualifications and Portfolio Management

                                                               Job title:                 Customer Service Team Assistant

Person Specification                                                                                         Essential      Desirable

Qualifications                                                                                                                
1.                                                                                                                                  
           Customer Service qualification (Level 2 or 3)
2.                                                                                                                                  
           Administration or business qualification
3.         General education at Level 2                                                                              

4.         Level 2 IT Skills                                                                                         

[To add extra rows, right-click in the last row and select Insert > Insert Rows Below…]

Experience                                                                                                                     
5.                                                                                                                   
           Providing administration services within a busy and challenging environment
6.                                                                                                                   
           Working in a customer service environment
7.                                                                                                                   
           Maintaining effectiveness under pressure
8.                                                                                                                   
           Working to agreed service standards and customer needs
9.         Prioritising and processing large volumes of work whilst maintaining a high level of                      
10.                                                                                                                                 
           Computer based purchase and/or sales accounts packages
11.                                                                                                                                 
           Working with outsourced service suppliers






Knowledge                                                                                                                      
18. Microsoft Office: Word, Excel and Outlook                                                                    

19. Microsoft CRM                                                                                                               


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                                Job Description and Person Specification




Skills                                                                                                  
24.      Ability to use Microsoft Office: Word, Excel and Outlook to a competent standard       

25.      Ability to work in an e-environment                                                                 

26.      Effective communication skills - verbal and written                                    


Competencies [Level of CACHE’s competency framework]                                                    
28. Personal Integrity – Level 1                                                            

29. Reliability – Level 1                                                                   

30. Adaptability – Level 1/2                                                                

31. Performance – Level 1
    A                                                                                       

32. Cooperation – Level 1                                                                   

33. Continual Improvement – Level 1                                                         

34. Customer Orientation – Level 1                                                          

35. Strategic Direction – N/A

36. Developing Others – N/A


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