Customer Services Administrator

Job Role: Customer Service Administrator

Location: Leicester/Hybrid

Salary: £23,898

Contract Type: Permanent, Full-Time

What We Can Offer You: Hybrid working, Performance-Related Bonus, Life Assurance, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work Scheme, Discount Vouchers, and Access to Wellbeing Resources!

Why do we want you?

Mercia is a leading provider of compliance, training, and marketing services to accountancy practices in the UK and Ireland. As a Customer Services Administrator, you will be part of a team that ensures all Mercia client requests and orders are processed promptly and correctly, ensuring a positive impression is received by all clients and internal colleagues alike.

Please note: We shortlist all applicants who meet the essential criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please contact our Talent Acquisition team.

• You will be required to work to deadlines and ensure all clients requests and orders are processed accurately and on time in line with internally agreed SLAs.
• You will be expected to liaise efficiently with the wider team.
• Processing invoices for client orders of all Mercia products and processing through Salesforce.
• Efficient and effective resolution of client queries received via web chat, emails and telephone calls.
  To comply with all regulatory requirements and processes, for example GDPR and information security.
• Processing of all other items as required.

What’s the Best Thing About This Role?

As this team is the frontline for our clients, you will be in a busy and active role, communicating with all the departments across Mercia.

What’s the Most Challenging Thing About This Role?

This is a heavy volume role and you will be dealing with customer queries from telephone calls, emails and web chat. You will need strong communication and organisational skills and able to effectively prioritise your workload.

What We’re Looking For

To be successful in this role, you must have:

• Strong English skills, backed by the relevant qualification(s): GCSE, Key Skills or Functional Skills.
• Strong ICT skills and exposure to multiple media platforms.
• Previous knowledge of data inputting and data systems.
• Excellent interpersonal skills with the ability to work with minimal supervision. This is important as the teamwork in a hybrid office/home environment.
• You must be able to prioritise, work on your initiative and to a high level of accuracy.
• A strong team member who can support others with tasks.
• You must demonstrate that you can work in a fast-paced environment.
• Be able to communicate efficiently with multiple departments, colleagues and clients.
• Develop an excellent knowledge base on all of the company’s products or services.
• Ability to remain calm under pressure and during busy periods.
• Previous experience in a customer facing role.

To be successful in this role, it would be great if you also have:

• Able to prioritise heavy work loads and have strong organisational skills

We know it’s not a skill, but the successful candidate must have permission to work in the UK by the start of their employment.

About Us

At Mercia, part of the Wilmington plc, we enable accountancy and tax professionals to do business the right way. Our work is grounded in innovation, integrity, and teamwork. If you’re looking for a company where your technical expertise makes a difference, Mercia is the place for you.

Find What You’re Looking For

We are ambitious and inclusive, filled with integrity and curiosity. We are Wilmington plc. Are you? Join us and achieve more within your career with mutual respect, support, and fair rewards.

Click on “APPLY” today!

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

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  Please note that this role may remain advertised until an offer of employment has been made.