Customer Service Agent
2 months ago
**What's involved with this role**:
**Temporary Customer Service Agent - Service Centre**
**Reference no: Islington RQ797643**
**Pay rate: £16.23 per hour PAYE**
- Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
- Partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.
- Use the relevant technology systems to provide high quality accurate advice.
- Be readily identifiable as a Customer Service agent. To comply at all times with the dress code and/or to wear the uniform provided.
- Work shift patterns within designated Contact Islington operational hours including evening and weekend working.
- Maintain records and produce statistics where necessary.
- Handle, process, and record payments by cash, cheque and credit cards.
- Encourage customers to use all the facilities provided in the service and assist them in accessing information and services. To ensure that queues are effectively monitored and customer waiting times meet set performance standards.
**“Role Requirements” - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria**:
**Experience**:
- Proven relevant experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment Or proven experience in the public sector working in front-line service delivery either face to face or over the telephone.
- Experience of working with a diverse community in a customer focused environment.
- Experience of using IT and telephony systems and administrative procedures in a customer focused organisation.
- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
**Skills**:
- Ability to deal with simple and routine face to face, telephone and electronic enquiries in a tactful, courteous and efficient manner.
- Ability to communicate appropriately and effectively with clarity both orally and in writing.
- Able and willing to be flexible and responsive in relation to working times, patterns and locations.
- Understanding of equalities issues and commitment to achieving equality of opportunity in service delivery.
- Ability to work unsupervised and on own initiative with accuracy and attention to detail.
- Ability to adapt to new ways of working and pursue personal development opportunities.
- Ability to deal with more complex inquiries and work as a productive member of a team in a customer focused environment.
- Ability to deal with distressed, irate and aggressive members of the public in a sympathetic and tactful manner.
- Strong IT skills using 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.
- Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
- 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: Islington RQ797643**
**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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