Customer Service Representative

5 days ago

Barnet, Greater London, United Kingdom Tate Full time
Job Description

Job Title: Customer Service Advisor

Job Type: Temporary, 3-6 months (potential to extend or convert to permanent)

Location: Colindale - NW9

Hourly Rate: £13 per hour

About the Role:

We are seeking skilled Customer Service professionals to join our growing team at Tate. As a Customer Service Advisor, you will play a key role in providing first-class customer service and service improvement.

Key Responsibilities:

  • Provide Excellent Customer Service: Respond to customer complaints and complex/escalated issues in a positive and helpful manner, ensuring concerns are fully understood and addressed comprehensively and quickly.
  • Identify and Share Learning Opportunities: Play a key role in identifying and sharing learning opportunities from complaints and issues that can be used for service improvement.
  • Assist with Local Government Ombudsman Enquiries and Freedom of Information Requests: Assist with Local Government Ombudsman enquiries and Freedom of Information requests (FOIs) in line with procedural and regulatory requirements.
  • Engage with Colleagues: Promptly and proactively engage with colleagues from other teams to gather information required to fully investigate and respond to complaints, Members Enquiries, complex queries, and FOIs.
  • Support Service Improvement: Support the regular identification and sharing of lessons learnt from complaints, Members Enquiries, and complex/escalated issues which can be used for service improvement.
  • Manage Customer Expectations: Manage customer expectations in relation to policy and procedural matters in a non-confrontational and customer-focused manner, offering alternatives wherever possible.
  • Liaise with External Agencies: Liaise with external support agencies and service providers to ensure the successful resolution of complaints.

Requirements:

  • CRM Database Experience: Ability to use CRM database whilst assisting customers over the phone.
  • Calm Under Pressure: Calm under pressure and ability to deescalate difficult and heated situations.
  • Effective Communication: Ability to effectively manage customer communications and expectations.
  • Tailored Assistance: Ability to tailor assistance for customers who need this, including those that are vulnerable, have English as a second language, and/or are facing difficult circumstances.
  • Quick Learning: Ability to quickly learn new skills and learn about different services, including relevant legislation.
  • Teamwork: Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required.
  • Microsoft Office: Working knowledge of Microsoft Office packages (Word, Excel, Outlook).

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