Customer Contact Advisor
6 months ago
**Customer Contact Advisor**
**2 month contract**
**Cambourne CB23**
**Description of duties and responsibilities**
You will be a part of a highly skilled and committed team of professionals delivering the Customer Contact Service, offering a first-class customer experience and maximising value for money.
You will deliver a wide range of services directly to the customer and seek to resolve enquiries at the first point of contact. You will also take advantage of opportunities to resolve multiple enquiries at the same time helping the realisation of efficiency gains and enhancing the customer experience.
**Key result areas / overview**
N.B - We have ambition to add text message, webchat and social media imminently, to ensure we are meeting all of our customer’s needs.
**Key responsibilities / specific duties**
- You will be part of a flexible shift rota to include the undertaking of duties provided to our South Cambridgeshire residents at our front of house reception on average approximately two days in every month. This will include some administration tasks, for example: to monitor and assist in the booking of interview and meeting rooms, the verification, completion and stamping of overseas pension documentation; to control the issue of equipment (thermal imaging cameras, etc) and its maintenance; to manage the ordering and issue of kitchen caddies and bags on behalf of our Shared Waste Service.
- To represent and champion the Customer Contact Service throughout.
- To build relationships with customers.
- Maintain up to date knowledge and understanding of services and systems used within the Customer Contact Service.
- To proactively seek out and resolve potential issues before they arise, escalating more complex issues as appropriate.
- To recommend service improvement opportunities both within the Customer Contact Service.
- Using the customer relationship management system, maintain and update customer records ensuring accurate and relevant information is captured.
- Process customer payments and facilitate the setting up of direct debits.
- Undertake administration tasks as required including the production of correspondence and documentation.
- The recording of customer feedback including compliments, comments, and complaints.
- The recording of freedom of information requests.
- Maintain a commitment to the Values.
N.B - The Customer Contact Service operates Monday to Friday 08.00am to 5.30pm. Customer Contact Advisors will work an average of 37 hours per week on a flexible shift rota to meet the business need operating between these hours.
**Salary**: £14.00 per hour
Schedule:
- Monday to Friday
Work Location: In person
Reference ID: 085520
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