Customer Service Advisor

4 weeks ago

Oxford, United Kingdom The Recruitment Group Full time

**The Recruitment Group**
We're on the lookout for a Customer Service Advisor for our well-established client in Oxford on a temporary basis for 5 months
**About the role**:
As a Customer Service Advisor, you will be responsible for:

- Looking up information for customers on computers and either resolving their enquiries or providing them with other sources of information as necessary.
- Searching, reading, and entering customer details and enquiries into a range of database systems.
- Using Microsoft Office products e.g., Outlook and Word.
- Dealing tactfully with complaints and escalating customer complaints appropriately; passing relevant feedback to managers to improve service delivery.
- Checking official documents e.g., Utility Bill, Driving Licence to verify customer identity for a range of services.
- Advising customers about their eligibility for a range of services.
- Operating appointment booking systems.
- Processing payments including refunds and end of day reconciliation.
- Ability to work as part of a team to deliver the best outcomes for customers; deliver team aims and objectives e.g. to meet the required customer service standards as specified in service level agreements; to support less experienced members of staff.
- With specific regard to members of staff who receive Access to Work funding and as directed by the line manager, provide the following 1-2-1 support:

- Read documents to staff with visual impairments that they would otherwise be unable to read.
- Assist staff in answering customer enquiries.
- Look up information for staff to enable them to resolve customer enquiries or provide other sources of information, as necessary.
- Accompany staff to relevant team and service specific meetings and training sessions.
- Working with other teams within the organisation, for whom we deliver services, to review performance, processes and suggest improvements to help resolve customer enquiries effectively.
- Ability to make independent decision and identify when to refer complex enquiries to relevant specialists and other teams within the organisation.
- When necessary, transferring or referring customers to outside organisations and partner agencies to resolve their enquiries.
- With specific regard to the Repatriation service, the ability to accurately follow a process within a tight timeline by working with a range of partner organisations and the ability to do this consistently, to safeguard the dignity of those being repatriatedand the reputation of the organisation.
- With specific regard to the Translation service, the ability to broker between the internal customer and the external supplier regarding jobs and payment for them.
- Undertake any other tasks as directed by the line manager and which are commensurate with the grade for this job.
- Commitment to and understanding of Equal Opportunities for all in Employment and the delivery of services to customers.
- Familiarisation with the Council’s policies on safeguarding children and vulnerable adults and acting in accordance with the inter-agency safeguarding procedures of the Oxfordshire Safeguarding boards.
- Any other duties as may be deemed necessary to carry out the full remit of the role.

**Shift**:
**Working Days**:Monday to Friday
**Working Hours**:08:30am to 17:00pm
**Hourly rate**:£10.81 per hour
**About You**:

- Experience of working in Customer Service
- Good administrative and ICT skills with the ability to prioritise workloads
- Excellent work ethic
- Excellent communication skills
- Self-motivated with the ability to work independently

**We wish you the best of luck in your job search**
If you would like to know how we will store and process your data, please visit gdpr-data-protection to read our GDPR Data Protection Statement.
**If you would like to know how we will store and process your data, please visit The Recruitment Groups home page to read our GDPR Data Protection Statement.

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