Case Handler (Glasgow)

  • Civil Service
  • Full Time
  • Glasgow
Civil Service

Job Description

The job of the Case Handler is to undertake relevant duties under the direction of your Team Manager. You will be responsible for providing information to our customers through various communication channels (inbound/outbound calls, social media, web chat, etc) to determine their eligibility and if applicable, entitlement for any student finance product they are or are considering applying for. You will be competent with industry standard platforms, such as MS Office and be required to use systems bespoke to the SLC to deliver excellent customer service.ResponsibilitiesEssential Knowledge, Skills and Experience: A minimum of grade C GCSE English and Maths (or Standard grade) or equivalent level qualification.

Competent computer and mobile technology user, comfortable with MS Office, email and multiple software platforms

Customer Focus Able to establish a good understanding of customers needs and a desire to deliver high standards

Flexibility Able to work flexibly within defined guidance and adapt in a changing working environment, with a positive approach.

Communication Excellent skills in communication channels, including telephone, call handling, email, and letter writing.

Development Demonstrates a desire to develop and improve as an individual and maintain key knowledge and skills required for the role.

Experience in working in a high volume processing and/or customer service centre.

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