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Business Support Advisor

Employer
Undisclosed Company
Location
Devon, Exeter
Salary
Up to £9.90 per hour
Closing date
1 Nov 2018

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The Business Support Advisor is required to work within the back office and admin function of the Complaints Management team. They will be provided with objectives by the Complaints Activity Manager and be expected to provide assurance to manage our complaints in the most effective way.

Due to the recent guidelines and changes with GDPR the business support advisor will be required to process any Subject Access Requests from customers which may require investigation i.e call listening to get to the bottom of the original complaint.

The Business Support Advisor undertakes a variety of administrative and back office functions to support the provision of the best possible service to our customers. They will work collaboratively with the Team Manager and as part of a team alongside colleagues within Complaints Management to support the delivery of the Complaint Improvement goals and objectives.

Principal Accountabilities:



  • Undertake a variety of administrative back office tasks
  • Effectively communicate with both internal and external customers (with the exception of no direct telephone contact with external customers).
  • Ensures high level of quality and accuracy when entering or processing data onto any system.
  • Manages the completion of work according to laid down procedures and timescales so as to achieve team or department KPIs and SLAs and other internal or external business targets or deadlines
  • At all times ensures that all administrative activities undertaken comply with and adhere to any relevant quality or internal control measures that apply.
  • To evaluate own performance against targets set, and working with their Team Manager and Team Performance Coach identify own strengths and development areas and take proactive responsibility for own development plan.
  • All Business Support Advisors must be able to prioritise their own work load and adopt a flexible approach to balancing different work types and activities. To uphold and support all aspects of the Customer Services culture e.g. Punctuality, professionalism and team working etc.
  • Responsible for processing both Subject Access Requests from customers. These requests may come in via letter, telephone, email or social media.
  • It is essential that these cases are processed as quickly and accurately as possible to satisfy the Compliance requirement of 40 calendar days for any SAR and 28 calendar days for any TPS request.
  • The daily processing SARs ensuring ownership of the tasks involved and full compliance.
  • Effectively communicating with both internal and external customers via telephone, letter or email.
  • Ensure a high level of quality / accuracy when investigating, entering or completing data on computer system. Referral and monitoring of cases requiring support from both on-site and off-site colleagues.


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