Work history
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Customer Service Agent- Help To SaveAdecco
Preston, United KingdomFull Time
I was subsequently upskilled and moved to a separate department on another Government scheme called Help to Save. Many of my duties are similar to my time on the Childcare department, however I was given a more expanded role with heightened responsibilities which involved the use of a banking software called Thaler, My current duties are as follows;
-The Standard Telephone communication with customers should they need our assistance online or are Telephone customers that require us to act on their behalf.
-Changing Customers Personal Details, Such as Bank details on the Thaler Banking Software at the request of either the customer directly on the phone, or HMRC via a MFT (Managed File Transfer) system called Globalscape.
-Cancelling/Reinstating payments returned to ourselves from various banks.
-Handling Faster Payment Recovery requests from banks.
-Keeping various master spreadsheets up to date and uploaded to the Globalscape system.
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Customer Service Agent- Childcare ServicesAdecco
Preston, United KingdomFull Time
I was assigned to a particular line of enquiry dedicated to two Government benefit schemes, One being Tax Free Childcare and the other being 30 Hours Free Childcare, these schemes would be accessed by a parent on the Government Gateway, Parents that would utilise either (or both) of these systems would contact our line if they ran into any particular issues, my responsibilities included;
-Processing payments to the parents Tax Free Childcare accounts should they be digitally excluded
-Providing friendly, clear, and concise customer service to parents In need.
-Raising technical issues on accounts to the Technical team.
-Utilising a system of Knowledge Based Authentication with a customer should they be locked out of their account.
-Handling Applications for the schemes over the phone should the customer have difficulty filling out the application online.
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