Temporary Customer Service Administrative Assistant x 4 – Housing
Job Ref: Brent 5258412
Pay Rate: £17.27 per hour PAYE
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 4 months
City: Wembley, London
The purpose of the role is to provide customers and other stakeholders, first contact resolution for Housing & Neighbourhoods service area enquiry types via phone, email, webchat and social media channels.
Key Responsibilities:
1. Provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.
2. Carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers and stakeholders.
3. Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering Housing & Neighbourhoods.
4. Take ownership and appropriate action to resolve enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
5. Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
6. Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
7. Respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
8. Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
Qualifications:
1. Good standard of education including Maths and English at GCSE level or equivalent.
Skills & Experience:
1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
2. Knowledge of providing a customer focused advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
3. Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
4. Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
5. Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
6. Ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g. linguistic or disability.
7. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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