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2 months ago
About the Role:
Adecco is seeking a highly skilled Customer Service Adviser to join our team in Lincoln. As a Customer Service Adviser, you will play a vital role in providing exceptional customer service to members of the public, acting as a bridge between the community and the local council.
Key Responsibilities:
- Provide outstanding service to all customers who contact the Customer Service Centre, ensuring that customers are at the centre of your decision-making process.
- Meet individual and team objectives and achieve key performance indicators.
- Display empathy and understanding when interacting with customers, while accurately recording information on the relevant IT systems.
- Utilise your knowledge of social care and relevant legislation to ensure all contacts are handled appropriately.
- Treat all customers with courtesy, fairness, and respect, and network with third-party organisations to support non-English speaking customers.
- Collaborate with professionals to determine the most suitable next steps for each customer.
- Identify and prioritise urgent contacts, responding promptly and efficiently.
- Keep your knowledge up to date by utilising the provided knowledge base and completing required training.
- Contribute to the creation and maintenance of knowledge base content.
- Build positive relationships with colleagues, clients, professionals, and third-party organisations, promoting continuous improvement and sharing knowledge.
- Adapt positively to change and embrace a flexible approach to work.
Requirements:
- GCSE or equivalent in English and Maths, or proven literacy and numeracy skills.
- Relevant level 2 (or above) Customer Service qualification, such as Institute of Customer Service Award or NVQ in Customer Service.
- Experience working in a social care function or demonstrating an understanding of this type of work.
- Proficiency in face-to-face or telephone customer service, including handling difficult cases and complaints.
- Expert knowledge of contact centre telephony systems and contact recorder systems.
- Competency in using Microsoft Office applications (Word, Excel, Outlook).
- Accurate and timely record-keeping using electronic resources and service-specific IT systems.
Working Arrangements:
This is a part-time role with a flexible working pattern, including shifts scheduled between Monday and Friday and weekends. The office is conveniently located within a short walk from Lincoln train station, and nearby parking is available.
Adecco is an Equal Opportunities Employer:
We are committed to building a supportive environment for all candidates and employees. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
