Temporary Customer Service Officer/Admin x 3
Job Ref: Brent 5259607
Pay Rate: £16.00 per hour PAYE
Hours per week: 36 Monday – Friday, 8.50am to 5.05pm
Role Length: This opening assignment is for 3 months
City: Wembley, London
Hybrid working: After the first month
The purpose of the role is to 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 a range of specialist Council services. Candidates must have exceptional customer care skills and experience of providing a customer-focused service in a demanding, fast-paced customer service environment including areas requiring the application of discretion or judgement.
Key Responsibilities:
* Take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment across a range of channels including phone, email and social media.
* Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
* 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.
* 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.
* Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
* Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
* Keep up to date with legislative, policy and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions and to carry out duties with due regard to the Council’s Customer Promise, Equality and Diversity, Information Governance, Data Protection and Health and Safety policies and procedures.
* Work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment and to proactively share and contribute ideas to support continuous service improvement and departmental and service area objectives.
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. Knowledge of the various self-help channels that support customer service delivery such as websites, online forms and social media.
4. Experience of effectively resolving enquiries covering a range of enquiry types and channels.
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 deal sympathetically with distressed, agitated, confused or irate customers.
7. Ability to effectively listen and to interpret a range of different legislations and procedures and clearly explain the information to customers verbally and in writing.
8. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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