Job Title: Customer Service and Payment Support Officer

Salary: £23,000 (rising to £26,000 following a successful probation)

Location: Keele

Customer Service Function

• Deal with customer requests & queries through all methods of customer contact.
• Communicate with customer queries patiently and resolve the issue efficiently.
• Escalate any issues internally and appropriately to ensure customer issues are resolved.
• Respond to the problems of the customer in a timely and efficient manner.
• Look after customer accounts and update their transaction status.
• Draft the necessary documents, letters, or statements, as required by the customer and in line with internal process.
• Maintain up to date records of customer interactions, ensuring updates and resolutions are detailed.
• Coordinate with other internal departments to resolve customer issues.
• Any other reasonable duties requested as directed by management.
• Satisfactory completion of a basic Data and Barring security Checks (DBS) or other in-country security checks.

Finance Function

• Working collaboratively with the wider organisation s finance team.
• Dealing with invoicing, admin and payments information on customer accounts.
• Ensure that reporting is in place and kept up to date for recovered fees and for throttled customers.
• Ensure accurate record keeping and customer comms where needed.
• Manage customer non-payment issues.
• Any other administrative duties as required.