Role
purpose:
1. The role of Customer Service Adviser provides crucial support by ensuring customers have access to the right level of service and by resolving both external and internal customer enquires across all contact channels including inbound calls which are our highest volume contact channel, face-to-face and email customer enquiries.
2. Deliver an excellent customer experience by providing advice and, wherever possible, resolution at the first point of contact. This includes all customer access channels including telephone, face to face, letter, email, web, web chat and SMS.
3. In addition to provide a high quality & comprehensive information service, ensuring a consistently high level of response for customers which meets both external & internal customer needs for any Council Service
Duties & Responsibilities:
4. Handling customer enquiries received by all customer access channels including telephone, face-to- face, letter, email, website, SMS or other correspondence within agreed enquiry handle time and productivity target times and to agreed customer service and Council standards.
5. To resolve enquires regarding council tax and housing benefit where possible at first point of contact following the agreed trained process to actively encourage customers to use the most efficient method to gain access to and information about council services.
6. To maintain accurate records and information relating to the provision of customer services
Knowledge, skills & experience:
7. Experience of working in a customer services role within the busy front line custom service environment including both public sector and private sector.
8. Working knowledge of Council Tax and/or Housing Benefit (essential)
*Please note only successful candidates will be notified*
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.