Customer Service Advisor

Hartlepool - UK

Monthly Salary: Not Disclosed

Posted on: 06-11-2025

Vacancies: 1 Vacancy

Job Summary

Work Schedule: Mon-Sat (5 days working on Rota)

Delivery Key responsibility:

Receiving and inputting postal appeals on to the CMS
Professionalism in gathering the data
Sufficient and accurate data recording
Recording in a timely manner.
Ensure all appeal correspondence is available within a suitable time.
Ensuring evidence from both parties is attached to the right case;
Liaise with appellants to ensure all correct information is received.
Respond and action queries received from appellants
Respond and action queries and requests from London Councils Staff
Correctly identifying what type of data/correspondence it is (e.g. Notice of Appeal evidence from EA evidence from appellant case related correspondence non-appeal/non-case related correspondence);
Filing data/correspondence appropriately and cross-referencing to other documentation as appropriate;
Preparing and distributing outgoing correspondence and reports emanating from the system whether electronically or in paper form;
Assistance to adjudicators in minor administrative functions relating to appeals including (but not limited to) providing on request un-scannable evidence for consideration by the adjudicators;
Assisting service manager and senior officer with additional duties where required.

Operational Excellence responsibility:

Act as a key deliverer of the NEC Appeals Service contract/s.

Works closely with the System Administrator to ensure recording and escalation of information.
Perform all duties with minimum supervision
Maintain excellent attendance levels in line with the NEC attendance policy
Maintain an excellent attitude within the Business Centre; acting as an ambassador at all levels taking on additional duties as and when required.
Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills. Be available to travel off site for this if required.
Responsible for meeting personal targets

Qualifications :

Experience of contact / processing centre working.
Experience of processing data with attention to detail and good accuracy
Excellent telephone manner
Knowledge of service centre processes policies and procedures such as escalation procedures service level agreements and client service standards.
Excellent computer skills especially MS office in the area of excel and outlook.
Excellent communication and written skills with the ability to work confidently with customers and internal colleagues
Demonstrable track record of meeting and exceeding operational targets.
Well organised
Team worker able to work with colleagues to achieve targets and objectives.

Additional Information :

We pride ourselves in offering an excellent benefits package including an aboveaverage pension scheme. When you join the team at NEC Software Solutions you are provided with the following:

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/sell
4 x basic salarylife assurance coverfunded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributionsup to a maximum of 8.5%
A selection of flexible benefits to suit your individual needs

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting Financial probity check and reference checks.

NEC Software Solutions is an equal opportunities employer welcoming applications from all communities.

Remote Work :

Employment Type :

Full-time

Work Schedule: Mon-Sat (5 days working on Rota)Delivery Key responsibility:Receiving and inputting postal appeals on to the CMSProfessionalism in gathering the dataSufficient and accurate data recordingRecording in a timely manner.Ensure all appeal correspondence is available within a suitable time....

Work Schedule: Mon-Sat (5 days working on Rota)

Delivery Key responsibility:

Receiving and inputting postal appeals on to the CMS
Professionalism in gathering the data
Sufficient and accurate data recording
Recording in a timely manner.
Ensure all appeal correspondence is available within a suitable time.
Ensuring evidence from both parties is attached to the right case;
Liaise with appellants to ensure all correct information is received.
Respond and action queries received from appellants
Respond and action queries and requests from London Councils Staff
Correctly identifying what type of data/correspondence it is (e.g. Notice of Appeal evidence from EA evidence from appellant case related correspondence non-appeal/non-case related correspondence);
Filing data/correspondence appropriately and cross-referencing to other documentation as appropriate;
Preparing and distributing outgoing correspondence and reports emanating from the system whether electronically or in paper form;
Assistance to adjudicators in minor administrative functions relating to appeals including (but not limited to) providing on request un-scannable evidence for consideration by the adjudicators;
Assisting service manager and senior officer with additional duties where required.

Operational Excellence responsibility:

Act as a key deliverer of the NEC Appeals Service contract/s.

Works closely with the System Administrator to ensure recording and escalation of information.
Perform all duties with minimum supervision
Maintain excellent attendance levels in line with the NEC attendance policy
Maintain an excellent attitude within the Business Centre; acting as an ambassador at all levels taking on additional duties as and when required.
Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills. Be available to travel off site for this if required.
Responsible for meeting personal targets

Qualifications :

Experience of contact / processing centre working.
Experience of processing data with attention to detail and good accuracy
Excellent telephone manner
Knowledge of service centre processes policies and procedures such as escalation procedures service level agreements and client service standards.
Excellent computer skills especially MS office in the area of excel and outlook.
Excellent communication and written skills with the ability to work confidently with customers and internal colleagues
Demonstrable track record of meeting and exceeding operational targets.
Well organised
Team worker able to work with colleagues to achieve targets and objectives.

Additional Information :

We pride ourselves in offering an excellent benefits package including an aboveaverage pension scheme. When you join the team at NEC Software Solutions you are provided with the following:

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/sell
4 x basic salarylife assurance coverfunded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributionsup to a maximum of 8.5%
A selection of flexible benefits to suit your individual needs

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting Financial probity check and reference checks.

NEC Software Solutions is an equal opportunities employer welcoming applications from all communities.

Remote Work :

Employment Type :

Full-time

Key Skills

Sales Experience
Time Management
Order Management System
Customer Service
Dealership Experience
GM Vehicles
Retail Sales
Tire Service
Automotive Repair
OSHA
Service Writing
Automotive Service

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About Company

NECSWS

Our philosophy is to understand our customers business first before we get to the technology. This approach leads to clever software; streamlining old processes, saving money and delivering positive change. Our technology has helped the NHS screen millions of babies for hearing loss ... View more

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