Customer Service Support Officer

  • Location
    London, Greater London
  • Salary
  • Job type
  • Industry
    Public Sector
  • External Reference
  • Category
    Public Sector - Public Sector Administration

JOB TITLE: Customer Service Support Officer
LOCATION: Remote (client based in west London)
PAY RATE: £15.33 hourly Paye
DURATION/Hours: 3-month initial contract/ 35 hours a week
IR35 STATUS: Inside


  • To assist people in obtaining appropriate mobility services and maximising their ability to travel.

  • To provide a comprehensive, high quality, in depth enquiry, information and advice service for customer contacts via email and post.

  • To undertake administrative tasks associated with service requests.

  • To promote the client as a customer centric organisation.

  • To facilitate access to services to Ealing residents

Key responsibilities:

  • To take ownership of and efficiently manage enquiries from customers in accordance with guidelines covering travel and mobility services supported by Customer Service

  • To ensure that mobility assessments are booked, customers notified and that they are carried out in a timely manner.

  • Responsible for the administrative tasks associated with Blue Badge, Disabled Parking Bay and Freedom Pass applications. i.e., checking applications, data inputting, payment taking, requesting evidence and customer engagement

  • Prepare and issue decision letters regarding the outcome of an assessment and or disabled parking bay application to customers in a timely manner, and deal with customer contacts relating to these decisions

  • Refer cases to the Mobility Administrator where the customer has requested a review of the original decision, to enable a review and or referral to the Appeals Officer

  • Access the London Council's Freedom Pass Portal in order to gain relevant information in respect of individual freedom pass enquiries

  • Monitor the mailboxes as required and respond to emails confirming actions taken or advice given, as a result of enquiries dealt with.

Knowledge and experience:

  • Able to maintain composure and deliver a professional service when customers become difficult, abusive or distressed

  • Ability to maintain, update and interrogate computerised records, quickly and accurately

  • Blue Badge and or freedom pass processing experience

  • Experience taking telephone enquiries from public, good telephone skills.

  • Good administration skills. Experience of administrating schemes

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Rebecca Evans