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Customer Service Advisor
3 months ago
£10.90 per hour Please note - Working arrangement will be a mix of home and office working. Full time office working can be provided if applicant is unable to work from home. Training and induction will be in the office. Line Manager will specify home and office working arrangements on a monthly basis. Shift working - Team rotas are published a month in advance and applicants are required to be available between these hours to cover shifts of 8-4, 9-5, 10-6.
**Purpose of role**
- To provide a front line multi-channel enquiry and information capture service to the general public and internal clients, across multiple different council services.
**Principal duties and Accountabilities**
- Principal responsibilities are for their own key performance indicators (productivity, delivery of information accurately, call quality, punctuality, adherence and attendance)
- To ensure personal targets are met including call quality and productivity.
- To promote a positive and professional image of Capita and WSCC at all times adhering to Company policy procedures and standards.
- Collect good and bad customer journeys to ensure service delivery is continuously developed and improved.
- Deliver high levels of customer service to local citizens and all clients. Ensuring the customer is at the heart of all decisions made.
- Actively promote service excellence and continuous improvement.
**Working Conditions**
Customer Service Centre is open between the hours of 8.00 and 18.00 Monday - Friday. There are various shift patterns to cover these times
**Competencies Required**
- Team working - ability to work in a team environment, be able to recognise his or her own role, and impact on the team, as a team member.
- Communication - good levels of written and oral communication.
- Ability to use relevant technologies including Social Media.
- Influencing - follows logical sequences in discussions and be able to put forward suggestions or points in a convincing manner.
- Decision making - considers all pertinent facts and makes consistent decisions in a timely manner.
- Treats people as individuals and deals with their enquiry accordingly.
- To view training as an enabler to develop within the customer service advisor role.
- Ability to identify continuous improvement ideas.
**Salary**: £9.90 per hour
**Benefits**:
- Work from home
Schedule:
- Monday to Friday
**Experience**:
- customer service: 1 year (preferred)
Work Location: In person
