Customer Services Advisor (EXPIRED)
Salary
Annual
Customer Services Advisor Location: Market Place, SK10 1EA Start Date: ASAP Contract Duration: 3+ Months Working Hours: Mon Fri, 09 00, 37 Hours per week Pay rate: £ 12.59 per hour Job Ref: (phone number removed) Principal Responsibilities
- Receive all customer enquiries and service requests via the telephone, resolving as many requests at the first point of contact as possible.
- Update appropriate IT systems to record and maintain an electronic record of customer details and their service requests.
- Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day-to-day activities.
- Manage customer complaints, compliments, and suggestions in accordance with the council s procedures.
- Contribute ideas that create efficiencies or improvements in customer-facing and other processes.
- Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self-service or direct debit payments.
- Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.
- Qualifications: NVQ Level 3 Customer Services
- Experience:
- Working in a local authority call center or customer center environment.
- Handling abusive or emotive customers.
- Experience of dealing with customer complaints.
- Experience of dealing with challenging customers.
- Experience of dealing with customer enquiries to their conclusion.
- Job Related Knowledge:
- Detailed knowledge of a broad range of council services.
- Ability to acquire a good knowledge of customer services technology.
- Ability to acquire a good knowledge and understanding of the processes required to administer services.
- Health and Safety Procedures.
- Call Handling standards.
- Skills & Aptitudes:
- Excellent Customer Service Skills.
- Proficiency with computers, telephones, and standard office equipment.
- Excellent Literacy and Numeracy.
- Other Requirements:
- Flexible.
- Able to work on own initiative.
- Positive attitude towards change.
- Customer Focused.