Customer Service Agent/admin
1 month ago
**What's involved with this role**:
**Temporary Customer Service Agent/Admin**
**Reference no: Islington RQ818076**
**Pay Rate: £16.23 per hour PAYE**
**This opening assignment is for 2-3 months**
**Office based until achieving target and proficient then hybrid** The role will support local people and families by connecting them into the community and to other areas of the council using a triage function. Staff will be empowered to work collaboratively with other services to embed prevention and early intervention into our approach whilst having quality strengths-based conversations to allow a seamless resident experience through Islington’s ‘front door’.
**Key Responsibilities**:
- Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
- Partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.
- To work collaboratively with other services to embed prevention and early intervention into our approach to ensure those with more complex needs are provided with a wraparound support package.
- Deal with all customer interactions in a polite, friendly and efficient manner.
- Use the relevant technology systems to provide high quality accurate advice.
- Be readily identifiable as an Access Islington Advisor. To comply at all times with the dress code and/or to wear the uniform provided.
- Maintain records and produce statistics where necessary.
- Monitor personal performance in terms of agreed personal work targets.
- Comply with the Council’s policies and procedures and ensure the confidentiality of customer information.
- Attend training relevant to the purpose of the role.
- Carry out other duties which are in line with the purpose and grade of the post.
**Skills & Experience**:
- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Good experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment.
- Good experience in the public sector working in front-line service delivery either face to face or over the telephone.
- Experience of working with a diverse community in a resident focused environment.
- Experience of Taranto system.
- Experience of using IT & telephony systems and administrative procedures in a customer focused organisation.
**Skills & Abilities**:
- Ability to work collaboratively amongst a range of council services and voluntary partners.
- Ability to partake in quality conversations using a Strength’s-Based approach to explore residents holistic needs
- Ability to deal with simple and routine face to face, telephone and electronic enquiries in a tactful, courteous and efficient manner
- Ability to communicate appropriately and effectively with clarity both orally and in writing.
- Able and willing to be flexible and responsive in relation to working times, patterns and locations.
- ICT Skills: Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF**
**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.**
**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:
- **Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.**
- Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
- Your availability to work either immediately, or at short notice.
- **Please refer to the Role Requirements section above - your CV must address the requirements listed.**
**Other preferable/desirable details to include on your CV, if applicable**:
- Any local authority/public sector experience
- Any relevant qualifications held or being studied for.
**Job Ref: Islington RQ818076**
**Anticipated Length of Assignment**: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though
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