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Customer Service Advisor

4 weeks ago


Oxford, United Kingdom iWork Recruitment Limited Full time

Contract to start 27-02-23 until 27-08-23 with a possible extension.

**Job Purpose**

This is a brief overview of the key objectives of the job including the context within the team/department.

**Responsibilities**:
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.

**Qualifications, training and professional registrations.**

2 to 4 GCSEs (or equivalent) at Grades A* - C (pre-2018) or Grade 4 or above (post 2018) including Mathematics and English.

**Qualifications, training and professional registrations.**

2 to 4 GCSEs (or equivalent) at Grades A* - C (pre-2018) or Grade 4 or above (post 2018) including Mathematics and English.

or

Relevant knowledge and skills gained through work experience.

**Skills and knowledge.**

**Relevant experience.**

Previous customer services experience or a view on what excellent customer service is.

**Personal attributes.**

Excellent work ethic with an understanding of the importance of punctuality and reliability to the successful functioning of customer services; flexible and resilient, willing to adapt and learn new skills quickly and in accordance with rapidly changing needs.

Superior communication skills and a genuine desire to help people; patient, calm and friendly manner; able to demonstrate self-control and a confident attitude.

**Interpersonal skills.**

Self-motivated with the ability to work independently; support and motivate others and work as part of a team to achieve performance targets and the best outcomes for customers.

Accepts constructive feedback; responds positively to it and seeks to continuously improve; willingness to study a relevant NVQ or equivalent qualification to support personal development and to enhance the quality of service provided to customers

5223973-02-23

**Salary**: £11.41 per hour

Schedule:

- Monday to Friday

Reference ID: 5223973-02-23


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