We are working closely alongside with local authority in Carmarthenshire to assist with the appointment of a Customer Agent on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.
Rate of Pay: £12.84- £16.61 per hour
Summary:
The Customer Agent provides the first point of contact for Carmarthenshire County Council's customers, helping to achieve the goals of the Council's Customer Care Strategy to maximize accessibility to the organization. The core purpose is to act as the customer's advocate, dealing with an extensive range of enquiries and service requests presented via both telephone and electronic media. A key objective is to deliver efficient, bi-lingual, customer-focused services and resolve 80% of contacts at the first point of contact.
The role is within the Chief Executives department, specifically the Marketing and Media division. The position reports to the Contact Centre Team Leader
Responsibilities:
* Take ownership of customer contacts by acting as their advocate until the issue is resolved or, in a minority of cases, transferred once to the correct officer.
* Provide prompt and accurate advice, information, and assistance across a wide range of enquiries. This includes correctly identifying and processing contacts such as service requests and complaints.
* Assist customers with making appointments, offering advice on various applications, and providing on-line assistance in completing forms
* Utilize a wide range of Council IT systems and databases to process requests, ensure accurate recording of contact details, and maintain confidentiality in compliance with the Data Protection Act.
* Schedule content, monitor, and respond to the main corporate Social Media account, ensuring compliance with Best Practice Guidelines.
Essentials:
* Welsh Language: Spoken Level 4 and Written Level 2 are required
* English Language: Spoken Level 4 and Written Level 4 are required.
* A sound working knowledge of using software within an MS Windows (or similar) environment.
* Understanding of the principles of customer care and how to apply them.
* Demonstrable experience in direct contact with customers, either on a face-to-face basis or via the telephone
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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