Customer Services Officer/admin

1 week ago


Crook, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Temporary Customer Services Officer/Admin**
**Reference no: Durham 5141113613301**
**Pay Rate: Up to £11.59 per hour PAYE depending on experience**
**This opening assignment is for 8-9 months **The purpose of the role is to deal effectively with customers service requests, answering queries, giving advice covering the full range of Council and partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable).
**Key Responsibilities**:

- Provide accurate information on all Council and partner services on both routine and complex issues.
- Deal with specialist services for example council tax billing on a first point of contact basis, providing advice and guidance.
- Support the capture of corporate complaints, comments, compliments and suggestions from customers using the Council’s Customer Relationship Management system and following the relevant adopted policies and procedures.
- Maintain an up to date and comprehensive knowledge of a range of services provided by Durham County Council to ensure that customers and clients are supplied with relevant information in an efficient and effective manner.
- Represent the customers' best interests in seeking expert or specialist advice from services inside or outside the Council.
- Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion.
- Maintain up-to-date records and knowledge required to provide the effective processing of requests and enquiries.
- Assist customers in locating Council information stored in computerised and manual formats including the processing of payments as required.
- Interpret and accurately record all information provided by customers in accordance with complex benefits legislative requirements, carefully checking customer claim forms and requesting supporting evidence where appropriate.
- Encourage and assist customers to locate and use Council information and service delivery systems e.g. Council website and Customer Self Service.
- Participate in corporate working, in particular in order to achieve the corporate objectives and personal development aims.

**“Role Requirements” - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria**:
**Qualifications**:

- 4 GCSE’s (A-C) or equivalent.

**Skills & Experience**:

- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Experience of dealing with the public on the telephone or face to face.
- Ability to work with mínimal supervision and prioritise workload within areas of responsibility and authorisation.
- Ability to contribute to the development of the team.
- Ability to communicate effectively both on the telephone and face to face.
- 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: Durham 5141113613301**

**Anticipated Length of Assignment**: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.



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