Customer Training Support Advisor

2 weeks ago


Northampton Northamptonshire, United Kingdom Opus People Solutions Ltd Full time

Customer Service Advisor
74 per hour
Days/Hours: Monday - Friday
Location: One Angel Square (Office based or Remote)
Opus People Solutions are recruiting on behalf West Northamptonshire Council for a customer Service Advisor to maximise resolution of enquiries and information requests from customers at first point of contact. Please ensure you have custoner service experience.
To resolve at least 80% of customer queries, by telephone, email, fax, SMS, web chat, face to face or in writing within pre-determined timescales, only forwarding / escalating to others in exceptional circumstances
To assess the priority of incidents based on the impact to the customer and the organisation, and where necessary assign to the relevant service area in instances where resolution demands a complex investigation or is highly sensitive.
To assess, analyse, interpret, and record customer needs using appropriate skills and technology, to enable customer issues to be resolved and a database of customer needs and contact to be developed
To resolve complaints/concerns at the first point of contact, where possible, minimising the need to escalate to the Helpdesk Team Leader or Transactional Service Lead for investigation.
To continuously seek to improve the service offered to customers, proactively interpreting customer needs and suggesting improvements to service delivery
To monitor and assess personal performance against targets, seeking support as necessary in order to deliver against LGSS Helpdesk KPIs
To share knowledge and information with colleagues, contributing to the team's ability to deliver continuous performance improvements
To ensure the Customer Service Analyst is responsible for the ownership of their customers' enquiries and regularly updates the customer on the progress of their enquiry or service request as agreed at point of contact.
To be proficient in the use of all technology deployed in the LGSS Helpdesk to help facilitate an excellent customer experience
To ensure that reasonable care is always taken for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department.
For more information or to process your application for this role, please apply online now #J-18808-Ljbffr



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