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Customer Experience Advisor
3 months ago
Location:
Rotherham, Barnsley
Salary:
£21,450.33
Posted: 2 May 2023
Closes: 16 May 2023
Job Type:
Full Time and Permanent
Business Unit:
UK Central Government Services
Region / Division:
UK & Ireland
Reference: 13743
Role Responsibility:
Customer Experience Adviser - Equality Advisory Support Service (EASS)
Wath-upon-Dearne, Rotherham, S63 7ER - Option for hybrid working
37.5 hours per week
- Do you like to make a difference?
- Do you like to have a handson approach that could affect real change?
- Are you a caring individual who likes to speak to a wide variety of people?
Who we are
The EASS is a helpline that advises and assists individuals on issues relating to the Equality Act 2010 and the Human Rights Act 1998.
We are open Monday to Friday (9am till 7pm) and Saturday (10am till 2pm).
Please note this position is available as hybrid or full time on site. We currently do not offer full home working.
What we do
You will receive in-depth training to understand both legislations so that you can help our customers informally resolve their complaints without the need to go to court.
You will ensure our customers receive a professional service, get the support they need, and ultimately help people on every call.
Essential Skills:
- Have experience working in a customer focused environment.
- Be confident and courteous communicator with an excellent telephone manner.
- Be able to work under pressure, often dealing with emotive issues.
- Be self aware so as to protect your own and others health.
- Have an excellent standard of written and spoken English.
- Proven experience of building rapport & adapting communication to suit a diverse range of people.
- Be IT literate, specifically experienced in using Google packages.
- Working as part of a team and supporting colleagues.
- Attention to detail.
- Have a positive working attitude and work ethic.
Desirable Skills:
- Experience of working within a busy fast paced call centre environment.
- Working under your own initiative.
- Excellent ability to organise workload.
- Have a willingness to learn and be open to change.
What's Involved
- Communicate effectively and liaise with customers, relative client departments and management.
- Utilise effective communication and match the needs of individuals with protected characteristics, understanding their needs can be different.
- Deal with telephone queries and provide information to both external and internal customers as necessary.
- Provide accurate legal guidance in line with strict legislation guidelines and training provided.
- Manage customer cases effectively; responding to additional queries where necessary, contacting the individual and looking for opportunities to support the customer further.
- Write to or telephone external organisations on behalf of customers and keep the customer updated on this process.
- Identify any cases that may be strategic in nature, and update these accordingly.
- Adhere to the minimum target call and communication levels and standards as set by the company.
- Keep uptodate with briefs provided by the business to remain fully informed with company and legislative changes.
- Adhere to the Data Protection, ICT and Confidentiality Policy at all times.
- Keep accurate and timely records of all contacts with the customer in line with company standards and expectations.
- Provide a high level of customer service that is informative, confidential, empathetic and inline with our service remit.
- Carry out any other duties relevant to the role as directed by your senior or Team Manager.
