Customer Contact Advisor

3 months ago


Bury, United Kingdom Deekay Technical Full time

Purpose and Objectives of Post:

- Deal with all enquiries providing a high quality, efficient and courteous service over the telephone, face to face or digitally; resolving queries at first point of contact in accordance with Government Legislation and council policies and procedures.
- De-escalate potential complaints, using your own initiative whilst working to standards.
- Promote the council’s web site, self-account and online forms.
- Provide excellent service in accordance with the Council’s Corporate Customer Care Charter whilst meeting service performance targets.

2. Have the skills and knowledge to deal with vulnerable customers including those in debt, homeless, mental health illnesses, dementia, and those who have suffered a bereavement; providing support and empathy, deciding the relevant course of action for their wellbeing whilst exercising initiative and recording accurate information. Refer customers to relevant support partners as necessary including support fund and external charities or agencies to help support them and improve their health and wellbeing.

3. Have a multi-skilled flexible approach towards the changing work patterns and diverse needs of the services, providing cover for alternative services and reception.
4. Maintain a professional approach using tact, sensitivity and courtesy at all times, even in situations where confrontation arises.
5. Have a comprehensive knowledge of numerous IT systems used within the contact centre. Navigate, interrogate, update and maintain these systems to ensure enquiries are resolved efficiently with accurate information.

6. Process card payments in line with the councils’ webstaff policy and set up and promote direct debit and re-occurring card payments.

7. Deal with queries and escalations to a high standard and use initiative to prevent queries escalating to complaints.

Rate: Umbrella

**Job Types**: Full-time, Contract
Contract length: 3 months

**Salary**: £13.69 per hour

Expected hours: 36 per week

**Experience**:

- customer contact: 1 year (preferred)
- local authority: 1 year (preferred)

Work Location: In person



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