Customer Services Officer
3 months ago
Contract to start on 03-06-24 until 01-12-24 with a possible extension.
**Job purpose & objectives**
To be part of a team acting as the first point of contact for customers contacting the Client, delivering a seamless, professional customer service, to resolve enquiries on behalf of core services wherever possible, in line with defined policies and procedures.
To resolve as many customer enquiries at the first point of contact, supporting the value of getting it ‘right first time’.
To provide a comprehensive information service to customers, advising on services available and the policies and procedures of the client.
**Main duties & responsibilities**
To maintain and deliver excellent customer service, providing a consistently professional and courteous service to all customer enquiries.
To provide face to face cover at the Customer Service Centre or other appropriate customer services office facility.
To provide a professional customer enquiry resolution service to all Client customers in a timely way, ensuring where possible that enquiries are resolved at first point of contact thus maximising customer satisfaction.
To take responsibility for obtaining all information necessary for processing or resolving queries, only escalating it to other officers within Customer Services or the core service for professional judgement when appropriate.
To use sound judgement and take decisions within established procedures for each service request, adhering to the Client’s Customer Service policies, performance standards and service level agreements.
To receive and process all forms of payment made to the Client.
To provide a comprehensive information service to customers, advising on services available from the Client and encouraging customers to use the most efficient method to access services and information.
To maintain customer confidentiality according to the relevant procedures and guidance including compliance with the Data Protection Act, Freedom of Information Act and any other local or statutory requirements.
To undertake personal development activities such as learning new systems, processes, services and skills in order to enhance and improve customer service skills, update council service knowledge and IT skills.
To carry out general administrative duties required in response to customer enquiries, including entering and maintaining accurate records using the most appropriate system.
To liaise in a constructive and positive manner with other service areas, colleagues and stakeholders within the Client and partner organisations.
To have a flexible approach to working hours and location, ensuring the provision of a suitable and satisfactory customer service function at all times.
To encourage customer feedback on services provided.
To inform the Customer Services Team Leaders of any issues that may impact upon the operation of the centre or prevent the delivery of excellent customer service.
To carry out duties at all times with regard to the Client’s Equality and Diversity Policy.
5248339-04-24
Pay: £12.18 per hour
Work Location: In person
Reference ID: 5248339-04-24
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