Customer Services Advisor

1 month ago


Cardiff, United Kingdom Care Managers Ltd Full time

Customer Services Advisor - Admin & Clerical

Employment Type: Temporary

Hours per Week: 25

Rate: £17.39 per hour (PAYE)

We are recruiting on behalf of our client for a Customer Services Advisor - Admin & Clerical to join their team at one of the County Borough Council in Cardiff region. If you have a passion for providing exceptional customer service and enjoy supporting digital services, this could be the perfect opportunity for you.

Job Purpose

As a Customer Services Advisor, you will be the first point of contact for a variety of Council services, assisting the public with their queries and providing advice across digital and face-to-face channels. Youll also play an essential role in promoting digital services to help customers become more self-sufficient, all while ensuring compliance with the Welsh Language Standards.

Key Responsibilities

Deliver Outstanding Customer Service: Ensure the highest standards of service are provided, in line with the council guidelines, whether in-person, online, or over the phone.

Digital Service Support: Promote and support the use of the Councils digital services, guiding customers to become more self-reliant through online platforms.

Information and Advice: Provide accurate information, advice, and signposting across a wide range of council services and policies.

Channel Shift Contribution: Help shift customers from face-to-face or telephone contact to web-based and electronic services, supporting the Council's digital strategy.

Customer Enquiries: Respond to enquiries from the public, assisting them with booking appointments, accessing services, or directing them to the relevant department.

Conflict Resolution: Act as a Customer Advocate to manage expectations and resolve any conflicts by ensuring Council services are delivered in line with agreed timescales.

Cash and Card Transactions: Handle payments from customers for Council services and amenities with accuracy and efficiency.

Team Collaboration: Work closely with your colleagues to ensure customer satisfaction, providing a seamless experience for all service users.

Training and Development: Participate in training sessions to stay updated on Council services, digital tools, and health and safety protocols.

What Were Looking For

Qualifications:

Essential: 3 GCSEs or equivalent (minimum requirement for Local Authority posts).

Desirable: NVQ in Customer Services or related experience.

Skills & Experience:

Essential: Good ICT skills and experience in a customer service-related environment.

Desirable: Knowledge of the Welsh Language Standards and the ability to speak and write in Welsh is highly desirable.

Personal Attributes:

Strong verbal and written communication skills.

Excellent mediation and conflict resolution abilities.

Proactive and able to work on your own initiative.

Flexible and adaptable to meet the needs of the service and the team.

Why Join Us?

This role offers the opportunity to work in a supportive environment, contributing to the efficient delivery of essential Council services. You will gain valuable experience in customer service, with the flexibility to work across digital and face-to-face channels. If you're looking for a role that allows you to make a difference in your community, we encourage you to apply.

How to Apply

If youre a skilled communicator with a passion for customer service, wed love to hear from you. Apply now through our agency, as we are managing recruitment on behalf of our client.



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