3 Month Contract With A Local Authority
Job Purpose
To deliver high-quality, customer-focused services, ensuring enquiries are resolved efficiently at the first point of contact wherever possible, while supporting the council’s commitment to excellent customer experience and service delivery.
Key Responsibilities
* Provide effective and supportive customer service across all communication channels, including assistance to vulnerable customers.
* Take ownership of customer enquiries and aim to resolve them at the first point of contact.
* Process a wide range of administrative tasks, from straightforward decisions to more complex cases involving financial and legislative compliance.
* Support income collection by following processes to maximise revenue and ensure compliance with relevant regulations.
* Provide accurate advice and guidance to benefits customers to ensure timely claims processing.
* Maintain accurate records and update systems appropriately to support service delivery.
* Work collaboratively with internal teams, partners, and service providers to ensure effective outcomes for customers.
* Promote efficient access to council services and encourage use of appropriate service channels.
* Contribute to continuous service improvement by providing feedback on systems and processes.
* Participate in training and development activities and support wider team objectives.
Requirements
* Education to GCSE level or equivalent.
* Experience in a customer service role, preferably within a fast-paced or telephone-based environment.
* Strong communication, problem-solving, and customer engagement skills.
* Ability to manage workloads independently and meet deadlines.
* Good level of IT proficiency and accuracy in data handling.
* Financial awareness and administrative processing experience (desirable).
* Flexible and collaborative approach to team working and service delivery.
Additional Information
* Location: Civic Centre, High Street, Esher, KT10 9SD
* Hours: 36 hours per week
* Pay: Bi-weekly payments
* DBS Requirement: Basic DBS check required