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2 months ago

Worcester, United Kingdom Service Care Solutions Full time
Job Title: Highways and Transport DRT Customer Services Adviser

Job Type: Temporary Ongoing

Location: Worcestershire

Job Description:

We are seeking a dedicated and customer-focused individual to join our team as a Highways and Transport DRT Customer Services Adviser. As a valued member of our Customer Services Contact Centre, you will be at the forefront of supporting our community, helping to resolve complex queries and ensuring high-quality service delivery.

Key Responsibilities:

  • Act as the first point of contact for telephone, webchat, and online enquiries.
  • Provide vital information and advice on behalf of Worcestershire County Council and partners.
  • Prioritize key actions during emergency response and severe weather events.
  • Deliver end-to-end customer support and take responsibility for resolving issues.
  • Advocate for customers, liaising between them and service areas to ensure efficient communication.
  • Ensure accurate electronic records of all customer interactions.
  • Proactively identify and assist with service improvements.

Requirements:

  • Significant experience in a customer service environment, particularly within contact centres.
  • Proven ability to handle complex queries and deliver advice to a wide range of customers.
  • Skilled in using multiple ICT systems to access, record, and provide information.
  • Strong problem-solving abilities, with a creative approach to resolving issues.
  • A high level of integrity when handling sensitive or confidential information.
  • Minimum of 3 GCSEs or equivalent, including Maths and English (Grade C or above), with NVQ Level 3 or equivalent qualification.