Connecting Talent to opportunity

Connecting Talent to opportunity

Customer Service Advisor

Expired

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.

  • Job Type

    Temporary, Full Time

  • Work Authorisation

    United Kingdom

  • Industry Sector Customer Services
  • Years Experience

    2+ years

  • Career Level

    Student (Higher education/Graduate)

  • Educational level

    Secondary School or equivalent