Customer Service Advisor
- Recruiter
- Anonymous
- Location
- Cambridge
- Salary
- 10.01 - 12.46 GBP Hourly
- Posted
- 20 Jun 2018
- Closes
- 27 Jun 2018
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Customer Service Advisor - Housing and Planning
Cambridge City Council
CHIEF EXECUTIVE'S DEPARTMENT
JOB DESCRIPTION
Job Title: Customer Service Advisor
Service: Customer Services
Department: Customer & Democratic Services
Location: Mandela House
Responsible to: Team Leader
Liaison with:
Customers, Senior Customer Service Advisor, Team Leader, Operations Manager, Training & Development Officer, ICT Systems Support Officer
1. Purpose of Job
1.1.1 To effectively provide a high quality professional advice, accurate information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels.
2. MAIN DUTIES:
2.1 Participate in a rota to cover the general reception desk, front service desks and call handling, providing cover across the service centre as daily demand requires.
2.2 Strive to exceed customer's expectations and focus on providing consistent service excellence.
2.3 Accurately and efficiently inputs updates, deletes, retrieves, adds and amends customers data and timely statistical information in the CRM database.
2.4 Actively recognises the need for customer confidentiality.
2.5 Supports the customer and solves their issue in the most efficient way possible in a single contact, in line with customer service standards.
2.6 Liaise with all other Council sections and departments to ensure hand over of actions as necessary
2.7 Collect and handle cash paid in for Council services
2.8 Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service
2.9 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
2.10 Work as a flexible and effective team member supporting other service centre team members with their queries as necessary
2.11 Proactively stay abreast of technical, professional, product and service developments
2.12 Participate in the Council's performance management processes
2.13 Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
2.14 Agrees performance targets with the team leader and then monitors own progress against personal performance and development plan.
2.15 Attends and contributes to team briefings, updates and feedback sessions.
2.16 Takes an active role in team-working and providing support to colleagues
2.17 Proactively undertakes and promotes personal development
2.18 Identifies unique and repeat issues and provide feedback to team leaders.
3 OTHER ACCOUNTABILITIES
3.1 In undertaking this post you are required to:
• Observe the Council's equal opportunities and racial equality policies in all aspects of employment and service provision.
• Be aware of, and comply with, the Council's Constitution and Financial Regulations
• Be aware of, and comply with, the Council's policies and procedures on health and safety at work by adopting safe working practices; reporting any accidents and/or unsafe or hazardous conditions to management; and to do everything reasonable to prevent personal injury to themselves, fellow workers and members of the public.
• Be responsible for identifying your personal training and development needs in discussion with your line manager and participating in any training and development activities identified and agreed as relevant to your personal development and/or your development in the job.
• To ensure confidentiality at all times in all matters relating to any work or communication within the Department and the City Council.
CUSTOMER SERVICE ADVISOR
PERSON SPECIFICATION
Qualifications:
• Good general education with GCSE English at grade A-C or equivalent
• Willing to work towards NVQ 2 in Contact Centre, Call Handling or Customer Care or equivalent
GCSE Maths at grade A-C or equivalent
Knowledge and Experience:
• Able to provide evidence of experience in a high volume customer facing role, providing service at a high quality
• Able to provide evidence having worked in a role using ICT regularly and frequently to input data or retrieve information, preferably CRM
• Knowledge of customer service techniques.
• Experience in a call or contact centre
• Experience in the public sector, preferably in a local authority environment
• Local knowledge
• Knowledge of IT applications such as internet, intranet, email and Windows applications.
Skills:
Manages information for action and keeps accurate up-to-date information and records
Numeracy
Able to cope with high levels of work at busy periods
Computer literate (Microsoft applications)
Keyboard skills • Financial skills (handling cash)
Sign Language - Level 1 BSL (or equivalent)
Cambridge City Council Core Competency Framework - Definition
Customer service & support - Takes personal responsibility for delivering an excellent service to meet internal and external customer needs.
Team & Partnership working - Committed to working with team, partners and the wider community to achieve common goals and ensure performance at the highest level.
Respecting diversity & equality - Encourages and values the contribution of all people; recognises the benefits of difference
Commitment & Accountability - Contributes to organisational success by taking personal responsibility for own actions and behaviours.
Personal effectiveness - Is aware of own impact on others; works to develop own strengths and capabilities
Motivation & Drive - Sets high standards for personal performance and shows determination to meet goals. Focuses on achieving positive outcomes.
Adaptability and forward thinking - Looks to the future, understanding and adapting to the need for change.
Communication - Communicates effectively in a clear, concise and open manner.
Customer Service Competency- Definition
Application & development of technical expertise - Participates in the creation of an environment that promotes the sharing & development of knowledge & skills
Cambridge City Council
CHIEF EXECUTIVE'S DEPARTMENT
JOB DESCRIPTION
Job Title: Customer Service Advisor
Service: Customer Services
Department: Customer & Democratic Services
Location: Mandela House
Responsible to: Team Leader
Liaison with:
Customers, Senior Customer Service Advisor, Team Leader, Operations Manager, Training & Development Officer, ICT Systems Support Officer
1. Purpose of Job
1.1.1 To effectively provide a high quality professional advice, accurate information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels.
2. MAIN DUTIES:
2.1 Participate in a rota to cover the general reception desk, front service desks and call handling, providing cover across the service centre as daily demand requires.
2.2 Strive to exceed customer's expectations and focus on providing consistent service excellence.
2.3 Accurately and efficiently inputs updates, deletes, retrieves, adds and amends customers data and timely statistical information in the CRM database.
2.4 Actively recognises the need for customer confidentiality.
2.5 Supports the customer and solves their issue in the most efficient way possible in a single contact, in line with customer service standards.
2.6 Liaise with all other Council sections and departments to ensure hand over of actions as necessary
2.7 Collect and handle cash paid in for Council services
2.8 Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service
2.9 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
2.10 Work as a flexible and effective team member supporting other service centre team members with their queries as necessary
2.11 Proactively stay abreast of technical, professional, product and service developments
2.12 Participate in the Council's performance management processes
2.13 Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
2.14 Agrees performance targets with the team leader and then monitors own progress against personal performance and development plan.
2.15 Attends and contributes to team briefings, updates and feedback sessions.
2.16 Takes an active role in team-working and providing support to colleagues
2.17 Proactively undertakes and promotes personal development
2.18 Identifies unique and repeat issues and provide feedback to team leaders.
3 OTHER ACCOUNTABILITIES
3.1 In undertaking this post you are required to:
• Observe the Council's equal opportunities and racial equality policies in all aspects of employment and service provision.
• Be aware of, and comply with, the Council's Constitution and Financial Regulations
• Be aware of, and comply with, the Council's policies and procedures on health and safety at work by adopting safe working practices; reporting any accidents and/or unsafe or hazardous conditions to management; and to do everything reasonable to prevent personal injury to themselves, fellow workers and members of the public.
• Be responsible for identifying your personal training and development needs in discussion with your line manager and participating in any training and development activities identified and agreed as relevant to your personal development and/or your development in the job.
• To ensure confidentiality at all times in all matters relating to any work or communication within the Department and the City Council.
CUSTOMER SERVICE ADVISOR
PERSON SPECIFICATION
Qualifications:
• Good general education with GCSE English at grade A-C or equivalent
• Willing to work towards NVQ 2 in Contact Centre, Call Handling or Customer Care or equivalent
GCSE Maths at grade A-C or equivalent
Knowledge and Experience:
• Able to provide evidence of experience in a high volume customer facing role, providing service at a high quality
• Able to provide evidence having worked in a role using ICT regularly and frequently to input data or retrieve information, preferably CRM
• Knowledge of customer service techniques.
• Experience in a call or contact centre
• Experience in the public sector, preferably in a local authority environment
• Local knowledge
• Knowledge of IT applications such as internet, intranet, email and Windows applications.
Skills:
Manages information for action and keeps accurate up-to-date information and records
Numeracy
Able to cope with high levels of work at busy periods
Computer literate (Microsoft applications)
Keyboard skills • Financial skills (handling cash)
Sign Language - Level 1 BSL (or equivalent)
Cambridge City Council Core Competency Framework - Definition
Customer service & support - Takes personal responsibility for delivering an excellent service to meet internal and external customer needs.
Team & Partnership working - Committed to working with team, partners and the wider community to achieve common goals and ensure performance at the highest level.
Respecting diversity & equality - Encourages and values the contribution of all people; recognises the benefits of difference
Commitment & Accountability - Contributes to organisational success by taking personal responsibility for own actions and behaviours.
Personal effectiveness - Is aware of own impact on others; works to develop own strengths and capabilities
Motivation & Drive - Sets high standards for personal performance and shows determination to meet goals. Focuses on achieving positive outcomes.
Adaptability and forward thinking - Looks to the future, understanding and adapting to the need for change.
Communication - Communicates effectively in a clear, concise and open manner.
Customer Service Competency- Definition
Application & development of technical expertise - Participates in the creation of an environment that promotes the sharing & development of knowledge & skills