Customer Service Advisor
Our client is seeking a Customer Service Advisor on an initial 3 Month contract with the possibility of an extension.
Working Hours and Pay Rate:
Monday – Friday, 08:30 – 17:00. At a pay rate of £9.51 p/h
As the Customer Service Advisor, your main duties will include:
Participate in a rota to cover the general reception desk, front service desks and telephone work stations, providing cover across the service centre as daily demand requires.
To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme.
Record accurate and timely statistical information
Actively recognises the need for customer confidentiality
Liaise with all other Council sections and departments to ensure handover of actions as necessary
To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards
Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service
Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries
Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments
Work as a flexible and effective team member supporting other service centre team members with their queries as necessary
Proactively stay abreast of technical, professional, product and service developments
Participate in the Council's performance management processes
Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
Assist in training/mentoring of new staff giving advice and guidance as required
In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries
Will be required to rotate/provide cover through the designated specialist areas of workTo be successful for this Customer Service Advisor post you will need to have:
Able to provide evidence of experience in a high volume customer facing role
Able to provide evidence having worked in a role using ICT regularly and frequently to input data or retrieve information
In-depth specialist knowledge in Council Tax, Housing Benefit and Council Tax Reduction
Able to provide evidence of application of a wide range of customer service techniques.
Able to provide evidence of resolving in-depth or specialist enquiries
Experience in a call or contact centre
Experience in a local authority environment
Experience of providing coaching and mentoring.121 Jobs is acting as an Employment Business in relation to this vacancy