Senior Customer Service Adviser
- Recruiter
- Anonymous
- Location
- Cambridge
- Salary
- 15.00 - 15.75 GBP Hourly
- Posted
- 09 May 2019
- Closes
- 06 Jun 2019
- Sectors
- Customer Service & Call Centre
- Contract Type
- Contract
- Hours
- 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
INDEG
Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases
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
INDEG
Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases