Assisted Transport Hub Officer - (Administration)
Start: August/September 2024
Location: Leicestershire
Working Pattern: Hybrid
Rate: £15.22 per hour Umbrella (Inside IR35)
Duration: 3 months initally (likely extenstion)
As an Assisted Transport Hub Officer, you will be required to handle customer enquiries efficiently and accountably while adhering to relevant legislative provisions, council policy, and financial regulations.
You will be responsible for the complete customer journey, seeking guidance from subject matter experts as required, maintaining case ownership to completion, or escalating appropriately.
The role focuses on delivering high quality and continuously improving services, taking responsibility for resolving issues as efficiently and effectively as possible on a wide range of the more technical, statutory, and non-statutory guidance, systems and following workflows in place.
You will undertake case management that will require a more detailed understanding of relevant service processes and compliance, regulations and legislation within home to school transport for SEN and Mainstream children, for which training will be provided.
The post holder will experience variety within the role which will encompass telephone contact with customers plus technical, financial and project support activities. You will enjoy working in a fast faced environment and be passionate about delivering high levels of customer satisfaction.
Responsibilities:
- Ensure great attention to detail, accuracy and excellent customer focus to deliver high standards of service and seek to resolve cases as quickly and efficiently as possible
- Work on a professional and integrated case management basis, responding to and seeking to resolve service requests from external and internal customers, liaising with other departments and taking ownership of cases, only escalating when necessary
- Develop and maintain accurate and up to date records across a range of document and account management systems, as well as be fully proficient in the use of Microsoft Office software and Excel
- Promote digitalised self-service where appropriate, engaging and contributing to continuous service improvements and efficiency measures
- Undertake data integrity checking exercises, ensuring that any issues are recorded and escalated where necessary
- Provide reporting to Senior Management Team where required
Successful applicants will have:
- Excellent Customer Services Skills
- Personal commitment
- Good communication skills both verbally and written.
- A good knowledge of computer software such as MS Office applications and in particular Excel
- Good organisational skills - the ability to organise a varied and heavy workload at times
- The ability to work as a team and be flexible to adapt to a changing environment and meet differing challenges.
- Experience of working in an office environment and dealing with the public
If you are interested in the role, we would love to hear from you! Please apply to receive more information.