Job Description and Person Specification by GJ3Au1

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									  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
                           systems.
                          Production, coordination and dispatch of external assessment event material.
                          Maintain an effective working relationship with suppliers to deliver required service level
                           agreement.
                          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                      
           accuracy
10.                                                                                                                                 
           Computer based purchase and/or sales accounts packages
11.                                                                                                                                 
           Working with outsourced service suppliers
12.

13.

14.

15.

16.

17.


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


19. Microsoft CRM                                                                                                               

20.


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                                Job Description and Person Specification


21.

22.

23.


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                                    

27.

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

37.




                                                        V5                                          13-03-2012

								
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