We are seeking motivated and customer-focused individuals to join a busy Customer Contact Service team in the Solihull area.
This role involves handling a diverse range of enquiries through multiple channels including face-to-face interactions, inbound and outbound telephone calls, email, live chat and SMS. The successful candidate will provide a seamless, professional and high-quality service to all customers while demonstrating flexibility and a strong commitment to customer satisfaction. A basic DBS is required for this role.
Key Responsibilities
* Respond to all customer enquiries in a timely, courteous and professional manner.
* Clearly identify customer needs and see enquiries through to resolution using effective problem-solving and interpersonal skills.
* Handle complex customer contacts, providing advice and guidance across a range of service areas including Council Tax, Benefits, Social Services, Registrars and Environmental services.
* Manage enquiries across multiple communication channels including face-to-face, telephone, email, live chat, webmail and written correspondence.
* Work collaboratively with colleagues to manage difficult or sensitive issues and customer complaints effectively.
* Maintain accurate and up-to-date records in line with service standards, procedures and quality management systems.
* Utilise ICT systems confidently to manage and resolve a wide range of customer enquiries.
* Assess customer needs and resolve or escalate enquiries where appropriate.
* Provide flexible support to colleagues to ensure consistent service delivery.
* Process cash, card and postal payments in line with financial regulations.
* Carry out end-of-day cashing up procedures and banking responsibilities.
Person Specification
Essential Criteria:
* Level 3 qualification (or equivalent) in Administration, Customer Services or a related subject
OR
* Demonstrable equivalent knowledge gained through substantial relevant experience
Desirable:
* IT qualification
About You
You will be:
* Customer-focused and professional
* Confident communicating across multiple channels
* Calm and effective when handling complex or sensitive enquiries
* IT literate and comfortable learning new systems
* Organised, accurate and able to work both independently and as part of a team