Finance Technician

Lincoln - UK

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

3 Month Contract With A Local Authority

Role Purpose

The First Contact Technician (FCT) acts as the first point of contact for customers service users and internal colleagues. The role is responsible for answering incoming calls capturing accurate details of enquiries and ensuring queries are logged categorised and actioned appropriately.

The FCT plays a key role in delivering an excellent customer experience by providing clear communication professional service and high-quality data capture.

Key Responsibilities

Answer incoming calls in a polite professional and timely manner.
Listen actively to understand the nature of the customers query or issue.
Accurately capture and record information including customer details query type relevant background and any required supporting information.
Categorise and log queries using agreed processes systems and templates.
Provide clear guidance to customers including signposting them to online forms self-service options or the appropriate team where relevant.
Ensure all recorded information is complete accurate and compliant with data protection and organisational standards.
Escalate urgent or complex queries to the appropriate team promptly.
Follow standard operating procedures and contribute to the continuous improvement of call-handling and query-logging processes.
Maintain a calm patient and supportive manner when dealing with challenging or emotional calls.
Work collaboratively with colleagues across the service to ensure smooth and efficient handling of customer enquiries.

Requirements

Strong verbal and written communication skills.
Excellent listening skills with the ability to understand and accurately record customer enquiries.
Good attention to detail and accuracy when capturing and logging information.
Ability to remain calm professional and patient when handling challenging or emotional calls.
Strong organisational and time-management skills.
Basic IT literacy including the ability to use multiple systems and input data accurately.
Ability to follow processes procedures and data protection guidelines.
A customer-focused approach with a commitment to providing high-quality service.
Ability to work effectively both independently and as part of a team.

Previous experience in a customer service contact centre helpdesk or service desk environment.
Experience using CRM or case management systems to log and track enquiries.
Familiarity with call-handling procedures and escalation processes.
Understanding of data protection and confidentiality standards.
Experience supporting internal colleagues as well as external customers.

Additional Information

Bi-Weekly Payments
37 Working Hours Per Week

3 Month Contract With A Local AuthorityRole PurposeThe First Contact Technician (FCT) acts as the first point of contact for customers service users and internal colleagues. The role is responsible for answering incoming calls capturing accurate details of enquiries and ensuring queries are logged c...

3 Month Contract With A Local Authority

Role Purpose

The FCT plays a key role in delivering an excellent customer experience by providing clear communication professional service and high-quality data capture.

Key Responsibilities

Answer incoming calls in a polite professional and timely manner.
Listen actively to understand the nature of the customers query or issue.
Accurately capture and record information including customer details query type relevant background and any required supporting information.
Categorise and log queries using agreed processes systems and templates.
Provide clear guidance to customers including signposting them to online forms self-service options or the appropriate team where relevant.
Ensure all recorded information is complete accurate and compliant with data protection and organisational standards.
Escalate urgent or complex queries to the appropriate team promptly.
Follow standard operating procedures and contribute to the continuous improvement of call-handling and query-logging processes.
Maintain a calm patient and supportive manner when dealing with challenging or emotional calls.
Work collaboratively with colleagues across the service to ensure smooth and efficient handling of customer enquiries.

Requirements

Strong verbal and written communication skills.
Excellent listening skills with the ability to understand and accurately record customer enquiries.
Good attention to detail and accuracy when capturing and logging information.
Ability to remain calm professional and patient when handling challenging or emotional calls.
Strong organisational and time-management skills.
Basic IT literacy including the ability to use multiple systems and input data accurately.
Ability to follow processes procedures and data protection guidelines.
A customer-focused approach with a commitment to providing high-quality service.
Ability to work effectively both independently and as part of a team.

Previous experience in a customer service contact centre helpdesk or service desk environment.
Experience using CRM or case management systems to log and track enquiries.
Familiarity with call-handling procedures and escalation processes.
Understanding of data protection and confidentiality standards.
Experience supporting internal colleagues as well as external customers.