Senior Customer Service Adviser

15.00 - 15.75 GBP Hourly
09 May 2019
06 Jun 2019
Contract Type
Full Time
Our client is seeking a Senior Customer Service Adviser/Training Support Officer on an initial 3 month contract with the possibility of an extension.

Working Hours:

37 Hours per week

Monday - Friday

Pay Rate:

GBP15.00 p/h

Job Purpose:

* To effectively provide a high quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels. Assist the team leader in guiding, coaching, mentoring and training team members. To handle more specialist enquiries as designated.

Duties and Responsibilities:

* 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.

* Receing 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 work.

Skills and Experience:

* 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.

* Numeracy

* Manages information for action and keeps accurate up-to-date information and records

* Able to cope with high levels of work at busy periods

* Computer literate

* Keyboard skills


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