Customer Service Advisor

1 month ago

Bexley, United Kingdom Brackenberry Full time

We are working closely alongside a Local Authority in Bexley to assist with the appointment of a Customer Service Advisor, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £12.85- £16.21 per hour

Summary:

We are looking for someone with Customer Service/Contact Centre experience to sit within our Contact Centre service, this service takes all front line calls across around 15 different council services, so the candidate needs to be experienced in lots of telephone work, have good/excellent ICT knowledge as there is a lot of back of systems, ability to deal with difficult customers, ability to work to timescales and under pressure at times. We are open to looking at both FT or PT candidates

Responsibilities:

  • Deal courteously and responsively with enquires or requests from service users for assistance on any question that may raise, and aim to resolve the maximum number of enquires at the first point of contact. Enquires may be by telephone (including via the Councils main switchboard), face to face, letter, e-mail or the Councils website.
  • Respond to customer correspondence in accordance with service standards seeking advice only on complex issues and service areas outside their immediate knowledge.
  • Process contacts recording information in accordance with procedures and where necessary maintaining and updating records on the CRM system.
  • Answer incoming calls promptly and make the required connection after ascertaining the nature of the business of the caller.
  • Liaise with colleagues in other teams and departments to resolve customer contacts and where appropriate advocate on their behalf to resolve difficult complaints and enquires.

Qualifications:

  • 3 GCSEs (including English) or Relevant Vocational qualification and a level of competency equivalent to NVQ level II in Customer Care 
  • Knowledge of how local Authorities operate and the services provided
  • Experience of working in a customer-centred environment dealing with customer enquires.
  • Sound Experience of the CRM system and other ICT systems such as MS Office and Databases/ keyboard skills, as well as recognition of the importance of the effective use of ICT to deliver a streamlined, efficient customer service function

Please note:

  • You should be available to work immediately or at a short notice.
  • You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent. Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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