Aatom Recruitment is looking for a Customer Operations Adviser (SCP 18) on behalf of a Local Authority.
Job Title: Customer Operations Adviser (SCP 18)
Contract Duration: 3 Months with Possibility of Extension
Working Pattern: Office Based
Hours Per week: 36
The main purpose of the role:
* To consistently maintain high quality customer service and wherever possible, resolution at first point of contact to residents, customers or partners contacting the council through all communication channels
* To process administrative work, ranging from decision making for straightforward processes, to complex processes impacting financial and legislative compliance.
* Ensure collection rate targets are achieved by following processes to maximise income to the council and compliance with all relevant legislation and regulations.
* Ensure advice and guidance for benefits customers enables an accurate and timely resolution for claims processing times.
Specific duties and responsibilities
* Provide high quality services when dealing with customer contact in accordance with the council’s customer service standards
* Take ownership and responsibility for accurately resolving enquiries at the first point of contact wherever possible
* Ensure a positive image to customers and other individuals and organisations and promote the service by whatever means are appropriate and available
* Communicate with service providers /partners/internal customers in a positive and constructive manner when arranging for appropriate actions
* Undertake processing work across a wide range of business activities
* Maintain accurate records and information for the provision of services for customers, using the most appropriate system
* Actively encourage customers to use the most efficient method to gain access to and information about council services
* Provide support and assistance to vulnerable customers
* Undertake and assist with any training/development activities
* Work as part of an effective team with a flexible approach to cover the variety of duties and demands across all contact channels
* Provide feedback to assist in the development and continuous improvement of services and systems.
* Carry out other required duties in accordance with grade and responsibility level
Qualifications and Education
* Education to GCSE, O Level or equivalent
* Customer Service training or qualification
Experience
* Telephone-based customer service experience
* Experience of providing a high standard of customer service in a fast-paced environment
* Sound financial knowledge and experience
* Administration processing experience