Customer Service Advisor

4 days ago

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

**Purpose**

To act as a customer advocate, providing excellent service to all customers and visitors contacting the Council.

**Roles and Responsibilities**
- To provide a consistently outstanding service that demonstrates Customer Services corporate values and makes a difference to resident’s lives.
- To provide advice, assistance, general administration and answer appropriate enquiries on a wide range of services, ensuring the provision of high-quality customer service. Including taking ownership for ensuring customers’ needs are met, whether it be by taking the lead, escalating or by signposting the customer.
- To provide a prompt and efficient face to face, telephone and reception service to both internal and external services that aims to resolve all customer enquiries at the first point of contact.
- To ensure that both internal and external customers are provided with a quality service which meets customer demands, performance targets and reduces repeat enquiries.
- To maintain an expansive knowledge of Council services, policies and procedures such as Housing Services, Revenues and Benefit, Street Scene, Transport and Projects, Environmental Health, Planning, to resolve customer enquiries and to ensure accurate advice and assistance is provided to all customers.
- To support the delivery of digital channels as a way of delivering customer services in the most efficient way.
- To promote, encourage and influence on the use of digital channels and self-serve options to customers and corporate visitors where possible. Providing full assistance and support to vulnerable customers who are unable to self-serve through digital channels.
- Directing face to face customers to self-serve options in the Contact Centre.
- To deliver information and provide excellent customer service for a wide range of internal services
- To take responsibility for accurately recording initial customer contact and obtaining all information necessary to process or resolve queries, work requests, bookings and complaints.
- To help the team meet the Council’s customer service standards by ensuring that enquiries and complaints are handled within agreed target timescales and to the standards and procedures set by Customer Services and other service departments.
- To take an active role in implementing and using new systems and new services as required including Qmatic, Verint, Uniform & MRI Housing.
- To use appropriate government online portals such as DWP Searchlight and Tell Us Once, within strict user guidelines, for accessing customers personal information to allow efficient processing of requests.
- To be an active member of the team, participating in meetings as required and contributing ideas, suggestions, and feedback to Customer Service Team Leaders.
- To be involved in Council and Customer Services projects as and when required such as changing processes and procedures, service improvement, or undertaking customer satisfaction surveys.
- To process electronic, digital and cash payments. Ensuring a high level of accuracy and issuing payment receipts as required.
- To undertake administrative duties relevant to the service as required.
- To assist with emergency evacuation procedures within the Customer Services Centre and wider Town Hall as directed to ensure public and staff safety.
- Provide, where necessary, appropriate support in emergency situations, including attendance at work outside of normal working hours if required.
- Adopt a flexible approach to changing patterns of work.
- Ensure that you work in line with all the Council’s policies and procedures and ensure that you are aware of your obligations under these.
- Behave according to the Employees’ Code of Conduct and ensure that you are aware of your obligations and responsibilities re conflicts of interest, gifts, hospitality and other matters covered by the Code.
- Carry out your role in line with the Council’s Equality agenda
- To comply with health and safety policies, organisational statements and procedures, report any incidents / accidents/ hazards and take a pro-active approach to health and safety matters in order to protect yourself and others.
- Any other duties of a similar nature related to this post that may be required from time-to-time.
- Darlington Borough Council and schools within the Borough are committed to safeguarding and promoting the welfare of children and expects all staff and volunteers to share this commitment
- This post is deemed to be a ‘Customer Facing’ role in line with the definition of the Code of Practice on the English language requirement for public sector workers.

**Mandatory Compliance Requirements**
- CV
- Eligibility to work in the UK
- 2 years written references with all gaps verified
- Customer Service Experience
- Full COVID Vaccination Evidence (Req evidence NHS App, NHS Website, NHS COVID Pass Letter). If medically exempt upload exemption.
- COVID Vaccination Annual Booster (Req evidence NHS App

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