Customer Service Officer

3 weeks ago


London, United Kingdom Akton Recruitment Full time

**Customer Service Officer**
**Southwark**
**£16/hr**
**Start date: ASAP**

Akton recruitment is working closely with the local authorities and we are looking for a Customer Service Officer in the Southwark area. 3-6 months contract position with the chance to extend.

**PURPOSE OF THE JOB**
- To provide and promote a professional, high quality, customer focused service to all callers.
- To process information in response to enquiries, concerns or requests for Council services received through various channels.
- To ensure that all enquiries are swiftly and comprehensively resolved at first point of contact.
- To ensure that enquiries are processed in one transaction, as far as is reasonably practicable
- To provide a service quality function, surveying customers for feedback
- To signpost enquires to relevant online forms and services.

All the tasks you carry out will be to high professional service standards, within agreed time lines and where possible resolve issues at the first point of contact

**PRINCIPAL ACCOUNTABILITIES**

2. To receive monies, by debit and credit cards, as appropriate, using the Council's electronic payments facility.

3. To follow up with customers to check job completion and service quality, within agreed timescales

4. To use all available ICT systems to provide accurate advice, resolve enquires, raise orders, with correct level of priority and maintain and update records on behalf of the customer and ensure that duties are undertaken with regard and compliance of the Data Protection Act and other relevant legislation.

5. To be sensitive to the needs of the diverse local community. Use all services, for example, translation services to help meet the needs of individuals

6. To establish, develop and maintain effective working relationships with all work colleagues to ensure a 'one team approach' to the delivery of the Contact Centre's performance standards and the business objectives

**Experience**:

- Experience of working within a complex customer service delivery environment either face to face or by telephone
- Experience of dealing directly with and advising customers
- Experience of using telephony and computer systems in a customer service environment

**Aptitudes, Skills & Competencies**:

- Ability to communicate effectively both verbally and in writing with a variety of customers
- Ability to demonstrate flexibility in a high pace service delivery environment
- Ability to work independently and within teams to meet targets and
- deadlines
- Effective interpersonal skills to enable development of working relationships with customers, colleagues, partners and stakeholders
- Ability to evaluate situations quickly and make decisions while remaining calm and taking appropriate action



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