Customer Service Agent

1 week ago

Islington, United Kingdom Teqniq Limited Full time

Teqniq is searching for a **Customer Service Agent** to work in the public sector.

35 hours per week.

3 months contract.

09:00-17:00
- Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
- To partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.
- To work collaboratively with other services to embed prevention and early intervention into our approach to ensure those with more complex needs are provided with a wrap-around support package.
- To deal with all customer interactions in a polite, friendly and efficient manner.
- To use the relevant technology systems to provide high quality accurate advice.
- To be readily identifiable as an Access Islington Advisor. To comply at all times with the dress code and/or to wear the uniform provided.
- To maintain records and produce statistics where necessary.
- To monitor personal performance in terms of agreed personal work targets.
- To comply with the Council’s policies and procedures and ensure the confidentiality of customer information.
- To attend training relevant to the purpose of the role.
- To carry out other duties which are in line with the purpose and grade of the post.
- To be an effective and productive member of a front line, customer focused team, contributing to meetings, team building, and continuous improvement.
- To handle, process, and record payments by cash, cheque and credit cards.
- To encourage customers to use all the facilities provided in the service and assist them in accessing information and services through digital channels, where possible.
- Ensure all customer details are identified and recorded accurately on the relevant computer systems.
- To work to a consistently high standard, and on own initiative, complying with systems developed to demonstrate quality, including external assessment and customer feedback.
- To contribute to reviews of working practices and readily adopt new ways of working.
- To participate in sharing knowledge and skills, carrying out routine training for new staff on systems and end to end processes.
- To demonstrate imagination, initiative, diplomacy and resilience in an environment that can be both demanding and stressful.
- To keep up-to-date with services provided by the council and organisational policy and legal changes to ensure up-to-date information is provided to customers.
- To organise, categorise and communicate complex information across a range of disciplines and undertake calculations to compile statistics and performance information.
- To liaise with the staff of other departments, external organisations and to attend meetings as required to continuously improve services.

TEQ-0924-RQ1362003

INDJS2

Pay: £19.05 per hour

Work Location: In person

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