Customer Service Officer

2 weeks ago


London, United Kingdom Adecco UK Full time

**JOB TITLE**:
**Customer Service Officer**

**LOCATION**:Hybrid working (Office based in Ealing)

**PAY RATE**:£16.82 per hour paye

**DURATION/HOURS**: 3 months (possible extension)/ Mon-Fri 35 hours

**START DATE**: ASAP

**Role Purpose**:

- To make outbound calls to Ealing residents to check on how they are dealing with the cost-of-living issues and signpost them to available help.
- To provide an efficient and timely service to customers with service requests and direct them to their required services when necessary
- To facilitate and promote the use of online services to Ealing residents.
- To provide an appropriate level of support to customers, that enables them to self-serve.
- Provide a level of face-to-face service as and when the Council requires.

**Key accountabilities**:

- To provide advice and information for council services and report and log service requests ensuring that the appropriate triaging has taken place.
- To use Council ICT systems to log all enquiry and contact details, provide and receive information, deliver advice, and ensure customers have equal access to appropriate services accurately and promptly
- To take ownership of and efficiently manage customers to facilitate their own self-serve/online services and enquiries (either face to face or on the phone).
- To assist customers with ongoing difficult and potentially confrontational issues, which require an increased level of understanding and sensitivity
- Undertake administrative tasks as required by specific service requests

**Knowledge, skills, and experience**:

- Able to maintain composure and deliver a professional service when customers become difficult, abusive, or distressed.
- Communicates effectively face to face using clear, plain English, in order to respond to written customer enquiries.
- Ability to maintain, update and interrogate computerised records, quickly and accurately.
- Minimum of one year's proven experience of a customer services environment
- Possesses a good working knowledge of a customer services environment.
- Proven ability to successfully resolve queries in a face-to-face environment or by telephone

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

To speak to a recruitment expert please contact Rebecca Evans


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