Temporary Customer Services Advisor/Admin x 2
Job Ref: Cheshire E 5255607
Pay Rate: £12.18 per hour PAYE
Hours per week: 37 Monday – Friday, 8.30am to 5pm
Role Length: This opening assignment is for 2-3 months
City: Macclesfield, Cheshire
Hybrid working
The purpose of the role is to resolve a broad range of customer enquiries received via telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.
Key Responsibilities:
1. Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible.
2. Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests.
3. Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities.
4. Manage customer complaints, compliments and suggestions in accordance with the council’s procedures.
5. Contribute ideas that create efficiencies or improvements in customer facing and other processes.
6. Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments.
7. Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.
Qualifications:
1. NVQ Level 3 Customer Services.
Skills & Experience:
1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
2. Experience working in a local authority call centre or customer centre environment.
3. Experience handling abusive or emotive customers.
4. Experience of dealing with customer complaints.
5. Experience of dealing with challenging customers.
6. Detailed knowledge of a broad range of council services.
7. Ability to acquire a good knowledge of customer services technology.
8. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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