Customer Service Advisor

Contract to start 13-12-22 until 31-03-23 with a possible extension.

**Overall Purpose**:
To meet the needs of Customer Service Centre customers as the first point of contact wherever possible.

To ensure services interface seamlessly with ‘back office’ departments, delivering excellent standards of customer care and consistent high quality information and advice on aspects of all the Client's services.

**Main duties**:
Create and maintain accurate records of customer interactions, including requests, bookings, payments, account updates, job allocation and creation,.

Staff the Client’s main reception desk. Provide an effective face to face contact with customers at the main reception and on an individual basis at customer service points. Answer general enquiries. Manage visitors to the Client and appropriately signpost them to meetings and other Client facilities, as well as dealing with general duties such as provision of supplies.

Establish the nature of each contact and respond by giving direct information or by interacting between the caller and the appropriate service or external agency, working to agreed Customer Service quality standards.

Take ownership of calls by researching relevant information using all available resources and ensure that outstanding tasks and administration are followed up and dealt with to the satisfaction of both the customer and the Client.

Liaise with other services and agencies to ensure effective service delivery and escalate calls as required.

Deliver a customer-focused service which reflects the standards set out in the Council’s Customer Care Policy and Customer Service Excellence Standard.

Actively engage with customers and service providers to enable continuous service improvement by understanding and promoting service enhancements.

Encourage customers to use the most effective channels and processes to obtain service.

Assist with the delivery of staff training, offering advice and guidance as required to new members of staff.

Keep abreast of service developments and organisational changes in order to provide accurate information and advice to customers, including changes in legislation.

Ensure confidentiality of information in respect of records maintained and tasks undertaken in line with agreed policy and relevant legislation. This includes maintaining strict confidentiality in relation to personal information.

Coordinate responses to requests made to the Council under the Freedom of Information Act whilst ensuring that the statutory timeframe is adhered to by liaising with the relevant officer and maintaining appropriate records.

Maintain accurate up-to-date records in accordance with the Data Protection Act, ensuring data is stored accurately to enable the production of statistical and management reports as required. Record details of enquiries, comments and complaints. Complete data entry and maintenance of customer/potential customer data bases. Use of web sites and website page administration.

Uphold the Customer Care Policy at all times and work professionally in accordance with the Council’s policies, procedures, standing orders and financial regulations.

Ensure as many calls as possible are resolved to a successful conclusion at the first point of contact by obtaining all information necessary to process or resolve a query, only escalating problems when necessary.

Contribute to team discussions demonstrating a commitment to team working.

Any other reasonable duties that you are asked to undertake by the Customer Service Team Leader, Business Services Manager or Head of Business Systems.

**Skills**

At least 5 GCSE's or equivalent, including Maths at Grade C or above

Experience of providing quality customer service information or advice by telephone and face to face

Knowledge of diversity, equality and cohesion policies and practice.

MS Excel

MS Outlook

MS Word

5220888-12-22

**Salary**: £13.08 per hour

Schedule:

- Monday to Friday

Work Location: One location

Reference ID: 5220888-12-22