CCU Officer| 12 Months (Inside IR35)| Hybrid (Edinburgh)
Harvey Nash's Client is recruiting for a CCU Officer on a 12-month contract.
Main Responsibilities
- Uploading General Correspondence and FOIs to MiCase and allocating to an appropriate policy official.
- Liaising with colleagues across the organisation to ensure correspondence cases are allocated correctly.
- Being part of a rota system that includes timed shifts for call handling and FOI processing and attending the office on set days to process hard copy mail.
- Handling calls from the general public; routing queries to the relevant business area, providing advice over the phone, or directing the caller to published information sources.
- Dealing with difficult callers in a professional manner, following guidance for handling such calls and escalating particularly contentious callers as required.
- Sharing learning with colleagues and keeping the team's knowledge database up to date.
- Contributing to a supportive team environment and responding positively to quickly shifting priorities.
- Preparing FOI responses sent by policy officials for publication.
Key skills
- Strong communication skills and confidence in dealing with a range of stakeholders at all levels.
- A proven team player who is able to work well with others but also carry out individual tasks as required.
- Good administration and organisational skills with the ability to prioritise competing tasks and workloads.
- Builds positive working relationships with customers, understands customer needs and expectations and responds in a helpful and professional way.
This role falls inside of IR35 and is hybrid working in the Edinburgh office. Please note that for this role you must have or be happy to get a Basic Disclosure Scotland. To apply, please send your CV using the link.
