Customer Service Advisor

Salary - GBP17,300 - GBP22,000 p.a.
Hours - Full Time, 37 hours per week
Based - Chelmsford
Type - Permanent

The Role
The role involves assisting in the management of customer expectations helping to ensure that all communications with customers (internal and external) are delivered to the highest standards in line with the Customer Services strategy. Dealing with a wide range of queries and complaints, this role is fast paced with between 8,000 - 10,000 enquiries across this team per month.

Job Purpose Summary
Working within a customer focused team, the post engages with customers of the Council and will include the general public, the private sector, District Councils, Town and Parish Councils, Members of Parliament and County Members. It aims to provide an efficient, effective and courteous service in keeping with the response standards set by Essex County Council and Customer Services strategy also to promote a positive image of the Council to its customers.

To contribute to effective communications across the Customer Services Team, working to ensure good communications are maintained both within ECC and across partnerships. Partnerships encompass Parish/Town Councils, Councillors/Members
Deal with day to day requests for information and service requests (written and verbal). This may involve meeting with customers to discuss problems and advise on standards that can reasonably be expected
To provide a speedy and courteous response to proposals, queries and complaints from customers, both internal and external. Diffusing difficult situations, negotiating and handling objections/complaints in a diplomatic and tactful way to achieve the best possible customer satisfaction
Proactively seek customer feedback and ensure functional managers are aware of customer views
Ensure that there is a seamless transition from receiving a request to delivering work on site or to ensure that our customers are guided through the process in a harmonious fashion if the work will not be done
To assist in maintaining a comprehensive record keeping system to provide full information to colleagues in the future who are maintaining or improving the highway network
To ensure projects and programmes from functional teams are regularly updated and customers (internal and external) are kept appraised of progress
To participate in meetings with other teams across the County to share experience, develop, review and document best practices and ensure consistency of approach wherever possible
To assist in the management of other aspects of customer services, as appropriate and as directed by the Head of Customer Experience and Development
Manage all resources to ensure that services are delivered on time and within budget
Take responsibility for self-development, learn from mistakes and take positive steps to improve individual performance
Take shared responsibility for the whole team and actively support development of a team culture with high professional standards and a commitment to continuous development

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us. Salary: GBP17300 - GBP22000 per annum. Date posted: 20/06/2017