2019 - Levy Operations Co-Ordinator

Role Levy Operations Coordinator

Post Type Permanent

Working Pattern Full Time

Target Salary 33900

Location Bircham Newton/Peterborough/Hybrid Working

CITB operates a hybrid working policy including working from home on average one day in the office per week

Interview dates TBC

CITB is the industry training board for the construction sector in England Scotland and Wales. Its our job to help the construction industry attract talent and to support skills development to build a better Britain.

CITB aims to lead the construction sector by example to ensure fairness inclusion and respect for all. We seek to build a workforce that reflects Britains diverse population and people from underrepresented groups are encouraged to apply for vacancies.

CITB operates a hybrid working policy including working from home on average one day in the office per week and additional travel to other CITB locations as required

Were looking for a selfstarter with strong administration skills to join the Levy/Finance team.

About the role

The Levy Operations Coordinator is accountable for assisting and supporting CITB customers (primarily Employers) through all elements of the CITB Levy lifecycle through the delivery of both reactive and proactive effective customer contact.

To ensure all customer accounts are accurate up to date and are consistently reviewed against the Levy life cycle to identify any further actions to be completed.

Key responsibilities and accountabilities

1 Effective account management and support of all activities within the CITB Levy Lifecycle including:

• Registration of new employers
• Review and maintenance of information held on the CITB Levy Register
• Administration of employer accounts (e.g. changes to status scope contact details online account support etc)
• Support in Levy Returns and Assessments
• Support with the collection of CITB Levy collection

2 Responsibility for the delivery of a professional customer service and experience exceeding our customers expectations by taking ownership of every customer interaction ensuring an excellent standard of service every time.

3 Providing support and guidance to ensure customer adherence to all relevant Levy related legislation and statutory requirements whilst complying with all regulatory requirements.

4 Effective use of all available methods of customer communication including telephony (both inbound and outbound) emails correspondence virtual face to face and any future methods adopted

5 To ensure timely delivery of workload is completed to required quality benchmarks

6 To provide on the job training knowledge sharing and collaboration to support to new and existing team members

About You

To apply for this role you must be able to demonstrate that you:

• Are a clear confident and persuasive communicator at appropriate levels demonstrated by a variety of written verbal and facetoface methods
• Have the ability to develop and maintain relationships with customers
• Have a strong customer focus with enhanced customer handling skills (including handling difficult customers)
• Have experience in problemsolving skills and dispute resolution skills
• Are selfmotivated and able to manage and complete own workload within timescales
• Are committed enthusiastic and professional
• Are computer literate with a high attention to detail and accuracy

Ideally you can also demonstrate that you:

• Have experience of working in a customer services team
• Have experience of working within a regulated environment
• Have experience of working knowledge of CITB Levy scheme and systems used in the administration of this scheme.
• Have a recognised customer service qualification

Other requirements

Flexible approach to working hours to meet deadlines when required

CITB Benefits

• 33 days holiday per year (including bank holidays)
• Flexible benefits including buy/sell annual leave childcare vouchers cycle to work and insurance
• Pension scheme
• Long service awards
• CITB recognition scheme
• Employee assistance programme