Overview
Customer Services Advisor
REF: Cheshire E 5274865
Pay rate: £12.59 per hour PAYE
Contract Type: Temporary, Anticipated 2 to 3 months
Working Arrangement: Not provided, assume Office based
The role:
On behalf of a local council, we are seeking a Customer Services Advisor to resolve a broad range of customer enquiries received via telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.
Key Responsibilities
* Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible
* Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests
* Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities
* Manage customer complaints, compliments and suggestions in accordance with the council’s procedures
* Contribute ideas that create efficiencies or improvements in customer facing and other processes
* Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments
* Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times
What the client is looking for
* Previous experience of working in a local authority call centre or customer centre environment
* Previous experience of handling abusive or emotive customers
* Experience of dealing with customer complaints
* Experience of dealing with challenging customers
* Experience of dealing with customer enquiries to their conclusion
* Detailed knowledge of a broad range of council services
* Ability to acquire a good knowledge of customer services technology
How to Apply
Quote the Job Title and Reference Number in your application.
Submit your CV in Word format.
Applications are reviewed on a rolling basis—early submission is recommended.
We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.
If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
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.
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