Customer Helpline Officer
Belfast Health and Social Care Trust
Job description
Customer Helpline Officer
Location: BSO, Pals (Boucher Cresent, Belfast)
Hours: Full-Time, 37.5 hours per week
Pay Rate: £12.75 per hour
JOB SUMMARY
The role of Customer Helpline officer is a customer focused administrative role based within BSO Procurement & Logistics service. This role involves daily call handling from HSC & Non-HSC customers, processing orders on behalf of customers for routine and urgent orders. The role also requires investigating aftersales queries for customer stock orders and collaboration with other teams across Logistics in order to complete investigations. The candidate will be required to analyse exception reports daily and complete actions required from the analysis of these reports.
KEY DUTIES / RESPONSIBILITIES
- Communicate with HSCNI customers in response to emergency stock demand, ensuring non-routine demand is recorded, inputted into the warehouse management system and processed in keeping with resources available within agreed timeframes to meet customer needs
- Monitor/analyse daily stock exception reports relating to customer order demand using Microsoft applications (e.g. Excel, Outlook). Communicate with PaLS Logistics Stock Management and warehouse teams and agree immediate course of action to maximise stock allocation within customer delivery cycle timeframes
- Contribute to the investigation and resolution of customer stock delivery after sales discrepancies, which include communication with Logistics teams and the interrogation of warehouse management and eFinancials systems. Escalate significant / high value discrepancies to line / senior manager where necessary. Maintain accurate records of aftersales discrepancies for monitoring / analysis purposes
- Process HSC customer / Private sales stock orders within scheduled input deadline times for those customers PaLS provide a proxy inputting service for
- Process HSC and Private sector customer requests for stock returns, ensuring returns criteria are met and all necessary documentation is generated using eFinancials and Business Intelligence reporting systems
- Record customer complaints via the PaLS customer complaints register. Where appropriate take the lead in the investigation of customer complaints and recommend corrective and preventive measures to be taken
ESSENTIAL CRITERIA
A minimum of 5 GCSE's at Grade A-C to include Mathematics and English OR relevant NVQ Level 2 or GNVQ qualification plus 1 year's relevant experience** OR Two (2) years relevant work-based experience**. **Relevant experience should include: Experience in a customer service role dealing directly with customers, clients or suppliers.( e.gAdmin/Retail or warehouse role) IT Skills particularly in the use of Microsoft office applications such as word, outlook and excel. Skills / Abilities/Knowledge
Good organisational skills & attention to detail in completing work |
Why temp with Staffline?
- Competitive hourly rate
- Weekly Pay with enhanced holidays
- Dedicated Consultant Support
- Easy, online timesheets
If you are interested and available for this position, please upload your CV to the link or contact Stephanie Wilson at [email protected]
To be shortlisted for this role all applicants MUST meet the essential criteria. Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles. As there are so many applications, unsuccessful candidates may not be contacted.
Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate. It will be a cost of between £16-£32 depending on clearance level.
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