Customer Services Administrator

Salary: €35,000 per year

Duties

• Ensures that requests for assistance are responded to in a timely, professional manner within the SLA set out in ticketing system.
• Service desk management - the position will be required to manage all incoming calls and tickets, triage them, and provide support. Any issues which cannot be resolved should be escalated/ passed to the correct dept via our ticketing system.
• Identify and assess TLMF’s needs to achieve satisfaction.
• Communicate issues with Courses, Events or Applications being raised to the responsible departments.
• Build sustainable relationships and trust with both staff and those using our services. through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keep records of customer interactions and resolutions provided on the ticketing system.
• Follow communication procedures, guidelines, and policies.
• Escalate unresolved issues to relevant system owners and report on these when required.
• Proactive in gaining an understanding of RCPI business and processes.
• Manage and update Service desk templates, online help centre knowledge base and support procedures as required.
• Monitor issue trends and propose changes which could prevent the issues occurring.
• Manage, monitor, and update user access and data entry on selected databases and websites.
• Attend departmental meetings on problem identification and resolution.
• Undertake and assist in additional duties from time to time as required, such as participating in systems testing and system upgrades.
• Provide updates at team meetings on issues that are causing frustrations for end users so we can work with departments to resolve these issues.
• RCPI regularly run events which fall outside regular working hours of 9am-5pm. This role is expected to support these events on a rotational basis within the Service Support team under the guidance of the Service Support supervisor.
• Make suggestions for service improvements to the Registry Manageri

Requirements

Person Specification

• Proven customer service office experience – minimum 2 years
• Strong phone contact handling skills and active listening
• Computer literacy, advanced knowledge of MS products e.g. Excel, word, and Teams.
• Strong verbal, written communication, and presentation skills
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of personalities.
• Ability to multi-task, prioritise and manage time effectively.
• Be highly organised, used to working efficiently in a regulated environment applying a strong work ethic.
• Have a strong telephone manner and be able to communicate technical problems in plain English to customers.
• Tenacity in solving a problem – ability to stay with a problem until a solution has been obtained.
• Be able to work on own initiative and in a team situation.
• Ability to identify, resolve and report on process and other issues which need to be addressed.
• Can work under pressure and to meet tight deadlines while displaying a strong attention to detail.

Competencies

• Customer Focus
• Communications Skills
• Collaboration
• Initiative and Teamwork
• Organisational skills
• Flexibility

The successful candidate will have the ability to communicate to those with technical issues in easy-to-understand language

Other information

Why work with us

At the RCPI we value our employees and believe our talented team is the foundation of the Colleges success. That is why we aim to provide them with support and a range of benefits and services to create a work-life balance that suits you.:

Leave: We offer 21 days annual leave with an additional 3-4 college days as well as long service leave to all employees. We also provide support for staff with Maternity, Sick, Parents, and Parental leave.

Wellbeing: AnEmployee Assistance Programme with Spectrum Life is available to all staff members as well as annual flu vaccine.

Flexible Hybrid working model: The RCPI offer a flexible 35-hour-a-week hybrid working model for all employees from their start date, giving staff the autonomy to work from home combined with time spent onsite.

Pension: A defined contribution pension scheme of 3.33% Employee contribution and 6.66% RCPI contribution is offered to every employee upon completion of probationary period.

Flexible Benefit: Pro-rata €1,000 annual flexible benefit upon completion of a successful probatory period.

Life Assurance: 4 times your annual salary.

Learning & Development: We offer CPD options including study leave and unlimited access to LinkedIn Learning.

Diversity and Inclusion: RCPI recognises the importance of equality, diversity, and inclusion. We were recently awarded a Silver accreditation from Investors in Diversity. We are an open and inclusive organisation that celebrates and welcomes diversity. We lead initiatives that support, promote and demonstrate a culture of mutual respect, inclusivity, and diversity, as outlined in our Diversity and Inclusion policy.