Temporary Customer Service Advisor/Admin x 10
Job Ref: Stoke 5258363
Pay Rate: £14.36 per hour PAYE
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 4-5 months
City: Stoke on Trent, Staffordshire
Flexible to working hours in order to meet demands of the service
The purpose of the role is to provide an efficient and effective telephone and face-to-face service specified for the Corporate Contact Centre and one-stop shop service.
Key Responsibilities:
1. Responsible for answering specific and general enquiries and giving advice to members of the public, other departments, and outside agencies who contact the council on a basis of resolution at the first point of contact where appropriate or the detailed transfer of unresolved enquiries.
2. Responsible for taking payments via all channels, including responsibility for daily balancing, making repayment arrangements, handling cash/cheque payments where appropriate, in compliance with all audit requirements.
3. Operate all relevant computer and support systems (e.g. Customer Relationship Management system, Advanced Telephony Technology and alarms) in order to support and process the customer enquiry.
4. Support face-to-face and electronic channel enquiries i.e. Internet, text messaging where appropriate.
5. Collate information, provide statistical data and extracted reports on all services provided from both computer and manual sources.
6. Actively contribute and seek to continuously improve the service by ensuring that all computer data, administrative systems, and procedure manuals are maintained and kept fully up to date.
7. Report faults on computer systems and connected equipment to the appropriate company or internal Council department.
8. Be prepared to work flexibly in providing cover for additional shifts to ensure that adequate staffing is provided for the core hours of the nominated service.
Qualifications:
1. NVQ Level 2 in a related area or relevant experience.
Skills & Experience:
1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
2. Relevant experience in a customer services/call centre/office environment or dealing with customers, commitment to quality customer care.
3. Experience of computer software applications e.g. word processing & spreadsheets, Customer Relationship Management & Advanced Telephony Technology.
4. Strong interpersonal skills and ability to deal with complex and diverse customer enquiries.
5. Good communication skills.
6. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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