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Casual Contact Centre Adviser

4 months ago

Fareham, United Kingdom Connect2Hampshire Full time

**Job Summary & Person Specification**

**Job Title**:
**Contact Centre Adviser**

**Job Ref No**:
**TBC**

**Department**:
**Children's Enquiry Team**

**Branch / Section**:
**Children's Services**

**Grade**:
**D5**

**Salary**:
**Work Location**:
**£13.68 per hour**

**The Parkway Fareham/Home**

**Job Purpose**:
**Main Responsibilities**:
Support the customer to access relevant services by:

- Empathizing with the customer's situation.
- Conveying a desire to meet the customers need
- Providing accurate, meaningful, and consistent advice to customers ensuring that they understand the action which will be taken and see this through.
- Identifying specialist queries, and where necessary ensure an accurate referral is made to the right level of expertise so that the query is appropriately resolved.
- Managing the relationship with customers so that they are dealt with courteously, promptly, sensitively, and equitably and the County Council's policies on equality and diversity are upheld and demonstrated.
- Ensuring accurate records of all contact with customers are maintained on multiple computer systems.
- Working with all colleagues to ensure first time call resolution where appropriate and a customer experience which enhances the reputation of Hampshire County Council/Isle of Wight Children's Services
- Reporting any inconsistencies or problems in systems and scripts and identify any difficulties encountered, logging comments and complaints as they are received, so that the systems and processes can be continuously improved.
- Being digitally aware and champion the use of cost-effective self-service technology options, to support the most efficient customer journey/resolution.
- Being aware of the Council's aims, organisational values and behaviours and their impact on this post. To carry out the duties of the post in accordance with the Council's Equality and diversity policy and always uphold the reputation of Hampshire CountyCouncil/ Isle of Wight Children's Services.
- Proactively undertake training and self-directed learning to improve knowledge and skills, to achieve continuous improvement.
- Working as a flexible and effective team member, supporting other Customer Service Centre team members with their enquiries when necessary. Be punctual, reliable and presentable. Ensure continuous improvement: initiating, facilitating, and responding tochange in a positive manner.

**Working Conditions may include**:

- Display screen equipment user.
- Occasional verbal abuse
- Working alongside with children and vulnerable adults.
- Working from home and office