Customer Services Advisor
- Recruiter
- Confidential
- Location
- Shrewsbury
- Salary
- 10.00 - 10.20 GBP Hourly
- Posted
- 03 Sep 2020
- Closes
- 01 Oct 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Contract
- Hours
- Full Time
Candidates required for Garden Waste Service Subscriptions from July through to September. If demand is not high then period required will be less. May be required to work from home - laptop provided
Main Duties and Responsibities
All Customer Service Advisors, are required to;
* provide an effective and customer-focused response to queries and service requestsfrom the public, elected members, businesses or partner organisations both written andverbal.
* ensure that queries and service requests are accurately and appropriately recorded and referred for action in accordance with the relevant policies and procedures and maintain an up to date knowledge ofboth.
* exercise proper integrity in respect of confidential matters and to ensure compliance with the requirements of DataProtection.
* undertake such other duties as may from time to time be reasonablyrequired.
* promote equality as an integral part of the role and to treat everyone with fairnessand dignity.
* recognise health and safety is a responsibility of every employee, to take reasonable careof self and others and to comply with the WBC Health and Safety policy and any service- specific procedures / rules that apply to thisrole.
* adhere to the standards set out in the WBC competencyframework.
Additional duties and responsibilities at Grade F
* To resolve disputes showing empathy and active listening techniques to de-escalate potentially challengingsituations.
* To develop and maintain an effective working relationship with back office and to interpret and resolve service issues orqueries.
* To provide service specific training and development as needed and agreed withTeam Leaders.
* To support the Customer Services Management Team asrequired.
Experience
Experience in a customer service environment
Additional requirements for grade E - At least 12 months experience in West Berkshire Council's customer services team
Additional requirements for grade F - At least 2 years experience in West Berkshire Council's customer services team
Knowledge and understanding
All Customer Service Advisors
Knowledge of Council services
Understanding how to deliver excellent customer service
Main Duties and Responsibities
All Customer Service Advisors, are required to;
* provide an effective and customer-focused response to queries and service requestsfrom the public, elected members, businesses or partner organisations both written andverbal.
* ensure that queries and service requests are accurately and appropriately recorded and referred for action in accordance with the relevant policies and procedures and maintain an up to date knowledge ofboth.
* exercise proper integrity in respect of confidential matters and to ensure compliance with the requirements of DataProtection.
* undertake such other duties as may from time to time be reasonablyrequired.
* promote equality as an integral part of the role and to treat everyone with fairnessand dignity.
* recognise health and safety is a responsibility of every employee, to take reasonable careof self and others and to comply with the WBC Health and Safety policy and any service- specific procedures / rules that apply to thisrole.
* adhere to the standards set out in the WBC competencyframework.
Additional duties and responsibilities at Grade F
* To resolve disputes showing empathy and active listening techniques to de-escalate potentially challengingsituations.
* To develop and maintain an effective working relationship with back office and to interpret and resolve service issues orqueries.
* To provide service specific training and development as needed and agreed withTeam Leaders.
* To support the Customer Services Management Team asrequired.
Experience
Experience in a customer service environment
Additional requirements for grade E - At least 12 months experience in West Berkshire Council's customer services team
Additional requirements for grade F - At least 2 years experience in West Berkshire Council's customer services team
Knowledge and understanding
All Customer Service Advisors
Knowledge of Council services
Understanding how to deliver excellent customer service