Rewards and Benefits on Offer;
* Immediate start date.
* Varied and interesting job role.
* Great resources.
* Great team culture.
* Any support required is provided.
The Company you will be working for;
We are proudly representing our public sector client based in Sunderland. They are currently looking for a Customer Service Advisor to join their team. If you are interested and meet the person specification of the job role, please apply below.
The Job You’ll be Doing;
* Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.
* Communicate, verbally and in writing, specific knowledge of the business and partner services to resolve enquiries at the first point of contact.
* Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.
* Act as the ‘front door’ for colleagues and partners, including meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
* Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT
* Provide support and assistance to local campaigns, events and programmes.
* Escalate and refer any challenging or complex enquiries and/or complaints to Management
* Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience
* Make sure contacts and decisions are made in accordance with service standards
* Influence others to adopt policies and courses of action when working with customers to resolve enquiries
About You;
* Communicating -able to share and obtain verbal and written information and have dialogue with others either in person or over the telephone.
* Listening and responding to customer needs, acting upon and processing service requests.
* Ensure work is carried out in an organised and effective way, including any follow up actions, so customer enquiries are resolved fully at the first point of contact.
* Responding to enquiries using telephone, web, email, face to face and any other communications channel that becomes available as technology and ways of working develop.
* Working within set policies and procedures to make sure customers have a good experience by receiving excellent customer service.
* Suggesting improvements to customer service, systems and procedures, to help us to continuously improve
* Contributing to, developing and maintaining positive customer relationships, including managing challenging behaviour and hostility.
* Managing your own workload and the expectations of the customer.
* Logging comments, compliments and complaints in accordance with the company’s procedures.
* Ensuring customer contact is in accordance with the Customer Charter and appropriate service standards.
* Vigour – Works at a fast pace, copes well with higher levels of workload.
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