Job Title: Customer Service AgentLocation: Coventry, UK (Fully onsite)Contract Length: 3 monthsHours: 37.5 hrs/weekCore hours: 9:00am-5:00pm with a 30-minute break. Also includes paid 15-minute AM and PM breaks.Job PurposeTo receive incoming calls and emails regarding Interventions. To receive and process requests for files/ documents which may be held in the SRA''s intervention Archive.Key ResponsibilitiesHandle incoming telephone calls and emails from clients and solicitors, provide updates on cases and explain actions needed and reasons why.Identifying Client needs, providing solutions and managing client expectations.Escalating customer issues with management when required.Receive, assess and acknowledge incoming documentation and direct appropriately.Updating In House databases with accurate and up to date information.Link incoming documents to existing applications and update recordsInterrogate databases and spreadsheets to locate information regarding interventions, requests and files and documents.Taking responsibility for chasing information and keeping clients updated.Support the intervention process.Ensure all aspects of confidentiality are strictly observed.Ability to comply with Health and Safety instructions and guidance.Provide support as and when required to the Team Leader including any other tasks which will be in line with customer and business needs.Ensure all responsibilities to be carried out in line with local and company guidelines.Key Skills and Quali