Customer Service Advisor

Placed: 30/11/17
Region: Essex
Location: Basildon
Category: Jobs


Content of the advertisement:

The successful candidate will work as part of a multi-functional team, receiving enquiries by correspondence, face to face and telephone to the Councils Customer Service Centre, taking appropriate action to provide an efficient and effective service for the customer seeking to maximum resolution of enquiries at first point of contact.

Main Duties:
To be the first point of contact for all customers to the Council across correspondence, face to face, telephone and e-contact channels
To provide information, take payments, book appointments and record requests for service across a range of functional areas across the Council
To efficiently and effectively use Customer Service Centre technologies such as Customer Relationship Management (CRM) systems to record and maintain an electronic record of customer details, requests for service and appropriate actions taken
To support customers in the resolution of interactions either directly or through assisted self-serve
To ensure customers are regularly updated on the progress of their enquiry or service request as agreed at point of contact
To provide an effective floor walking capability proactively identifying customers requiring support and ensuring an appropriate resolution to their interaction
To proactively nudge customers to the most appropriate channel to meet their needs providing assisted/mediated self-serve access either by phone or face to face
To maintain general service knowledge ensuring that information provided to customers is accurate, up to date and delivered in a consistent format
To engage in service improvement initiatives, actively seeking to reduce avoidable customer contact through the identification of service issues and appropriate solutions
Proactively develop and maintain relationships with service specialists to ensure that the service delivered to customers is seamless across Council functions and departments

Essential Skills and Experience Needed:
A customer service background with proven experience of interacting with customers face to face, over the telephone and in writing
Experience of working as an effective team member to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Ability to communicate clearly, effectively and concisely both verbally (in person and via telephone) and in writing to provide information to customers, some of whom may be vulnerable
Ability to prioritise and manage workloads to ensure adherence to required performance customer service standards
Understand and adhere to the confidentiality and security procedures relating to the Councils and customer data

Job Requirements:
Applicants must have a minimum of 2 years recent experience working within the same or similar capacity
GCSE mathematics and English Grade C or above, or equivalent
Good ICT skills, in particular typing/Word

Our promise to you:
A highly experienced recruitment consultant who will provide you with regular updates about vacancies across the UK
Career guidance alongside our free CV writing service
Free yearly DBS disclosures
Prompt and reliable payroll service
Excellent aftercare service
£100 referral fee terms and conditions apply

Due to a high volume of applications we receive, we are only able to respond to applicants who meet the needs of our clients

Price / Salary: £8.72 - £10.91/hour