Customer Service Representative
4 weeks ago
Location: Full-time office based
Hourly Rate: £15.17 PAYE / £19.95 UMB Per Hour
Contract Length: 3-month contract (possibility of extension)
Working Pattern: Full Time, Monday - Friday, 36 hours
Role Purpose:
The Customer Service Representative provides crucial support by ensuring customers have access to the right level of service and by resolving both external and internal customer enquiries across all contact channels. Deliver an excellent customer experience by providing advice and, wherever possible, resolution at the first point of contact. This includes all customer access channels including telephone, face-to-face, letter, email, web, web chat, and SMS.
Duties & Responsibilities:
Handling customer enquiries received by all customer access channels within agreed enquiry handle time and productivity target times and to agreed customer service and Council standards. To resolve enquires regarding council tax and housing benefit where possible at first point of contact following the agreed trained process to actively encourage customers to use the most efficient method to gain access to and information about council services. To maintain accurate records and information relating to the provision of customer services.
Knowledge, Skills & Experience:
Experience of working in a customer services role within the busy front line custom service environment including both public sector and private sector. Working knowledge of Council Tax and/or Housing Benefit (essential).
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