Customer Service Representative

4 weeks ago


Cardiff, United Kingdom Yucca Recruitment Agency Ltd Full time

**JOB DESCRIPTION AND PERSON SPECIFICATION**

**Job Title**: Customer Service Representative

**Hours per Week: 37**

**Location of Post**: County Hall

**Job Purpose**:
To understand, support and advise a wide range of customers making enquiries regarding all Council services through multiple channels of access. You will be responsible for resolving a high level of calls at the initial point of contact.

**Duties and Responsibilities**

**Job Specific Requirements**
- To provide accurate, meaningful and consistent advice to customers, ensuring that they understand the action which will be taken.
- To listen patiently, to empathise with the customer’s situation and convey a genuine desire to help and support.
- To work with colleagues within the Contact Centre and other service areas to ensure the highest levels of first time call resolution and customer satisfaction.
- To work with current and emerging technology to enhance customer contact services.
- To ensure continuous improvement, initiating, facilitating and responding to change in a positive manner.

**Person Specification**

**Education & Training**

A sound working knowledge of using software within a MS Windows (or similar) environment.

**Experience / Knowledge**

Keyboard skills demonstrating speed and accuracy whilst in a MS Windows (or similar) environment.

Proven experience delivering customer focused information and advice services.

**Skills and Abilities**

Take time to listen to our customers’ needs whilst seeking to understand their enquiry. Be polite, helpful and considerate ensuring correct information is relayed.

Listens patiently empathises with the customer’s situation and conveys a genuine desire to help and support.

Ability to work as part of a team, demonstrating a willingness to assist others and a commitment to meeting Team, Directorate and Corporate objectives

Analyses what the customer truly wants/needs taking all relevant factors into account and arriving at logical conclusions.

Communicate clearly and concisely working within a culture that encourages open, honest, timely and effective communication

Makes best use of available technology & demonstrates an aptitude for learning to use new technologies to improve own performance.

**Special Circumstances**

The Contact Centre is open between the hours of 08.30am - 6pm and an appropriate shift pattern is in place.

**Job Types**: Full-time, Temporary contract, Temp to perm
Contract length: 3 months

**Salary**: £11.39 per hour

**Benefits**:

- Company pension

Schedule:

- Day shift

Ability to commute/relocate:

- Cardiff, CF10 4UW: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)
- Windows: 1 year (preferred)

Reference ID: 815792



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