3 months contracts with local authority
We are seeking a Customer Service Representative to serve as the initial point of contact for customers of the Royal Borough of Kingston upon Thames (RBK). As part of a versatile customer service team, you will engage with customers through various channels such as online, face-to-face, and over the phone to address their needs. Your responsibilities will include maintaining and updating service request information on the CRM system, resolving customer complaints and issues, and supporting councillors with casework enquiries. Additionally, you will collaborate with internal and external stakeholders to enhance customer service. This role requires interacting with residents in challenging circumstances, hence exceptional customer service skills and the ability to handle complaints sensitively are essential.
Requirements
* Excellent customer service skills with a proactive approach to problem-solving
* Strong verbal and written communication skills, including the ability to handle complaints calmly
* GCSE (or equivalent) in maths and English
* Vocational qualification (or equivalent in customer service) is desirable
* Ability to work independently and follow established processes to meet performance targets
* Proficiency in gathering, interpreting, and explaining information to meet customer needs
* Willingness to take responsibility for actions and recognize their impact on others
* Openness to sharing ideas for service improvement and trying new approaches
* Effective team player with flexibility and responsiveness to changing demands
* Good IT skills, including accurate recording of customer issues using online systems