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Customer Service Advocate

5 months ago

Sunderland, United Kingdom LSS (Staff Recruitment and Training Agency) Full time

**Purpose**

To help, advise and direct customer’s calls. To deliver a high quality service, by listening and helping the customer and exceeding their expectations. To resolve customer enquiries with the aim of satisfying customers within a single contact.

**Main Duties and Responsibilities**:

- Communicate information to different audiences derived from several sources (including the computerised system). Information communicated can be complicated and sensitive. Communication must be adapted to meet the needs of the customer to ensure their understanding.
- Provide information and/ or advice and guidance with the aim of satisfactorily resolving the enquiry. A range of written and verbal information, advice and guidance must be provided clearly meeting agreed service standards.
- Influence others to adopt policies and courses of action when working with customers to resolve their queries and providing information and advice, which may be unfamiliar to the customer and information may differ from what they expect.
- Quickly develop excellent customer rapport, to enhance the customer’s experience.
- Maintain a calm, positive and helpful attitude when dealing with challenging customers.
- Actively listen to the customer to assess and anticipate their individual needs and requirements to resolve their enquiry.
- Ensure customer contact is in accordance with the Customer Charter and appropriate service standards.
- Resolve enquiries satisfactorily, which may at times include persuading or influencing customers towards a particular course of action or alternative approach.
- Plan and organise own workload to ensure the delivery of the agreed service standards.
- Make decisions in accordance with service standards, and on a daily basis, when dealing with problems and queries.
- Satisfactorily deal with and solve problems which can be both straightforward or varied.
- The ability to work independently in line with service standards and procedures.
- Ensuring information provided is accurate and meets agreed service standards and requirements.
- Ensure work is carried out in an organised and effective way, including any follow up actions, so customer enquiries are resolved fully at the first point of contact.
- Remaining composed, even in challenging or difficult circumstances to maintain positive customer relationships.
- Deal with deadlines on a daily basis to deliver work in a compliant and customer satisfactory way.
- Deal with interruptions and conflicting demands as and when they occur, to ensure customer service is maintained.
- Contribute to the effectiveness of continuous improvement within the customer service centre.

**Mandatory Compliance Requirements**
- CV
- Eligibility to work in the UK
- The last 2 years written references with all gaps verified
- Experience of working within Council Tax
- A team with over 20 years Administration Public Sector/Trades/Built Environment/Construction Recruitment experience
- Access to a wide selection of vacancies across the UK
- The choice of PAYE or Limited company schemes
- Weekly payroll service
- Excellent rates of pay

**Salary**: £11.50-£11.59 per hour

Work Location: One location

Reference ID: 2023 AGY 07