Customer Service Adviser
Location: Kensington Town Hall, W8 7NX
Start Date: ASAP
Contract Duration: 2+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £ 17.73 per hour
Job Ref: (phone number removed)
Responsibilities
Deliver an excellent customer experience in a consistently busy environment, providing advice and resolution at the first point of contact across all customer access channels.
Facilitate access to services for customers using different communication methods, ensuring everyone can access our services.
Actively listen and ask appropriate questions to understand the nature and urgency of customer inquiries, being responsive to their needs and concerns.
Meet, greet, and assist customers in the self-service area and main reception, signposting them to relevant services or self-service options.
Establish robust working connections and collaborate with other teams to ensure a consistently high standard of customer experience.
Complete digital and postal administration work, including tasks related to refunds, contracts, referrals, and permit processing.
Adhere to all legislative or statutory provisions and the Council’s key policies, processes, and procedures, explaining these to customers in a professional manner.
Respond positively to customer inquiries, manage complex or sensitive inquiries tactfully, and provide guidance on next steps.
Signpost and provide advice on both internal and external support services offered by the Local Authority.
Ensure accurate information is consistently shared with customers, driving necessary adaptations to maintain smooth operations.
Ensure all work is in line with data protection and privacy standards, ensuring audit requirements are met.
Use and update multiple Council systems and manual processes, ensuring adequate and accurate information is recorded.
Handle payment transactions over the telephone, ensuring adherence to the Council’s financial regulations and audit requirements.
Contribute to local software development projects by offering insight and sharing experiences.
Assist less experienced staff in using computer software applications when possible.
Participate actively and professionally in team meetings and training sessions.
Work flexibly across different services, channels, and locations as needed to ensure consistent excellent customer service.
Person Specification
Demonstrate a high standard of written and spoken English to understand the needs of people from diverse backgrounds.
Ability to handle high volume inquiries across various channels consistently and professionally.
Maintain high levels of motivation and attention to detail.
Manage complex situations with tact and diplomacy.
Listen actively and ask appropriate questions to ensure inquiries are taken seriously.
Aware of local authority services and regulations, with the ability to update knowledge.
Willingness to learn about the detail of the different services offered by the Council.
Demonstrate strong problem-solving skills to assist customers in finding appropriate solutions.
Adaptability and versatility in meeting diverse needs of customers and the organization.
Maintain a professional demeanor, remaining calm in challenging situations.
Proactive commitment to task completion, seeing work through to a logical conclusion.
Create and maintain a dynamic rapport with colleagues and contractors.
Proficient in IT, adept at managing multiple systems, and quick to learn new ones.
Proficient understanding of Microsoft Word, Excel, and Outlook.
Experience using Dynamics CR365 customer relationship management tool.
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