Customer Service Advisor
- by The Paterson Group
- Location Oxford, Oxfordshire, UK
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Salary
£9.55 - £11.41 / hour
1081 days ago
Job Description:
Main Duties include but not limited to;
- Answering customers enquiries by phone, using a headset and laptop, email, webchat, social media and face-to-face.
- Looking up information for customers on computers and either resolving their enquiries or providing them with other sources of information as necessary.
- Searching, reading and entering customer details and enquiries into a range of database systems.
- Using Microsoft Office products e.g. Outlook and Word.
- Dealing tactfully with complaints and escalating customer complaints appropriately; passing relevant feedback to managers to improve service delivery.
- Checking official documents e.g. Utility Bill, Driving Licence to verify customer identity for a range of services.
- Advising customers about their eligibility for a range of services.
- Processing customer applications for our services and assessing their eligibility for them against a range of statutory duties, guidelines and Council policies.
- Operating appointment booking systems.
- Processing payments including refunds and end of day reconciliation.
- Ability to work as part of a team to deliver the best outcomes for customers; deliver team aims and objectives e.g. to meet the required customer service standards as specified in service level agreements; to support less experienced members of staff.
- With specific regard to members of staff who receive Access to Work funding and as directed by the line manager, provide the following 1-2-1 support:
- Read documents to staff with visual impairments that they would otherwise be unable to read.
- Assist staff in answering customer enquiries.
- Look up information for staff to enable them to resolve customer enquiries or provide other sources of information, as necessary.
- Search for details of customer’s applications on service specific databases to enable the provision of accurate and up-to-date information to customers.
- Accompany staff to relevant team and service specific meetings and training sessions.
- Working with other teams within the organisation, for whom we deliver services, to review performance, processes and suggest improvements to help resolve customer enquiries effectively.
Essential skills & experience
- 2 to 4 GCSEs (or equivalent) at Grades A* - C (pre-2018) or Grade 4 or above (post 2018) including Mathematics and English.
- A genuine interest in helping people with the ability to actively listen to customers and to communicate clearly and openly in writing and verbally to establish needs, inform and instruct using a range of channels including telephone, email, webchat, social media and face to face.
- Good administrative and ICT skills with the ability to prioritise workloads and process information accurately and in a methodical and organised way using a range of computer applications and information databases.
- Excellent work ethic with an understanding of the importance of punctuality and reliability to the successful functioning of customer services; flexible and resilient, willing to adapt and learn new skills quickly and in accordance with rapidly changing needs.
- Superior communication skills and a genuine desire to help people; patient, calm and friendly manner; able to demonstrate self-control and a confident attitude.
- Self-motivated with the ability to work independently; support and motivate others and work as part of a team to achieve performance targets and the best outcomes for customers.
- Accepts constructive feedback; responds positively to it and seeks to continuously improve; willingness to study a relevant NVQ or equivalent qualification to support personal development and to enhance the quality of service provided to customers
Desirable Criteria
- An ICT qualification or NVQ, Certificate or Diploma in customer or public
- Experience of working in the local community as a volunteer.
Duration: May 2021 – March 2022
To apply, please send your CV to the email address below.
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Job Type
Temporary, Full Time
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Work Authorisation
United Kingdom
- Industry Sector Customer Services
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Years Experience
2+ years
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Career Level
Student (Higher education/Graduate)
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Educational level
Secondary School or equivalent