Job Category : Administrative / Clerical
Location : Maidstone House, Swale and Maidstone Borough Council
Hours Per Week : 20.00
Start Date : Immediate Start
Start Time : 09:30
End Time : 14:30
Salary: £10.30
Customer Services is the first point of contact for all customers contacting the council through a variety of different channels, including telephone, web forms, web chat and social media requests. The Technical Customer Support Agents are responsible for handling enquiries on behalf of 14 different services for the authority, making decisions on behalf of back office services.
Ensuring that an excellent level of customer service is consistently provided for internal and external customers. Handling social media enquiries and providing digital support and promotion.
Experience
Demonstrable experience of working in a challenging customer focussed office environment
Experience of dealing with customers on the telephone
Experience of dealing with customer complaints
Experience of adapting communication styles to suit different communication channels
Experience of using social media
Minimum of 5 GCSE’s Grades A-C/4-9 or equivalent which must include English and Maths
A recognised qualification in Customer Service
As this is a customer focused role the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is essential
IT literate with the ability to input, retrieve and interpret data accurately whilst using several computer applications and devices simultaneously
Ability to navigate websites and online forms to find relevant information and deliver this in plain English to suit different customers abilities
Ability to work on own initiative and have confidence and are responsible for making their own decisions when responding to enquiries
Ability to work as part of a team and to contribute towards team goals
Ability to prioritise tasks
Ability to effectively liaise with external organisations and collaborate with internal services to identify opportunities for existing customers
Excellent communication skills both written and verbal particularly in managing customers where English is not their first language