Customer Helpline Officer

Customer Helpline Officer (SW1505-26) Belfast, Northern Ireland

Salary: GBP12.75 per hour

Location: BSO, Pals (Boucher Crescent, Belfast)Hours: Full‑Time, 37.5 hours per weekPay Rate: £12.75 per hour

Job Summary

The role of Customer Helpline Officer is a customer focused administrative role based within BSO Procurement & Logistics service. This role involves daily call handling from HSC & Non‑HSC customers, processing orders on behalf of customers for routine and urgent orders. The role also requires investigating aftersales queries for customer stock orders and collaboration with other teams across Logistics to complete investigations. The candidate will analyze exception reports daily and complete actions required from the analysis of these reports.

Key Duties / Responsibilities

• Communicate with HSCNI customers in response to emergency stock demand, ensuring non‑routine demand is recorded, inputted into the warehouse management system and processed in keeping with resources available within agreed timeframes to meet customer needs
• Monitor and analyze daily stock exception reports relating to customer order demand using Microsoft applications (e.g. Excel, Outlook). Communicate with PaLS Logistics Stock Management and warehouse teams and agree immediate course of action to maximize stock allocation within customer delivery cycle timeframes
• Contribute to the investigation and resolution of customer stock delivery after sales discrepancies, which include communication with Logistics teams and interrogation of warehouse management and eFinancials systems. Escalate significant / high value discrepancies to line / senior manager where necessary. Maintain accurate records of aftersales discrepancies for monitoring and analysis purposes
• Process HSC customer / Private sales stock orders within scheduled input deadline times for those customers PaLS provide a proxy inputting service for
• Process HSC and Private sector customer requests for stock returns, ensuring return criteria are met and all necessary documentation is generated using eFinancials and Business Intelligence reporting systems
• Record customer complaints via the PaLS customer complaints register. Where appropriate take the lead in the investigation of customer complaints and recommend corrective and preventive measures to be taken

Essential Criteria

• A minimum of 5 GCSEs at Grade A‑C to include Mathematics and English or relevant NVQ Level 2 or GNVQ qualification, plus 1 year’s relevant experience
• Two (2) years relevant work‑based experience
• Relevant experience should include: a customer service role dealing directly with customers, clients or suppliers (e.g. admin/retail or warehouse role); IT skills particularly in the use of Microsoft Office applications such as Word, Outlook and Excel

Required Skills

• Excellent communication skills – actively listening, ability to build strong relationships and rapport with internal teams and customers
• Ability to problem solve and troubleshoot issues as they arise
• Prioritising daily workload, working in a fast paced environment
• IT skills – confident in the use of Microsoft applications such as Word, Outlook, Excel
• Good organisational skills and attention to detail in completing work

Benefits

• Competitive hourly rate
• Weekly pay with enhanced holidays
• Dedicated consultant support
• Online timesheets

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