Job Title: Customer Service Specialist Role Start-24/02/25 Role End - 31/03/25 £13.50 per hour - 8hrs a day in a 24hr period- pay increase in the hours of 12am-6am Job Overview The Customer Service Specialist serves as the first point of contact for our clients housing services, handling inquiries via phone, webchat, email, white mail, and face-to-face interactions. This role involves assisting the public, service users and other internal and external professionals and organisations and will liaise with and provide feedback to service areas and management with suggestions for improvement and development. As part of a rota of which shifts will be up to 8 hours a day in a 24r period, the postholder will be required to undertake the duties below within the Contact Centre and Customer Service Point Key Responsibilities Respond to customer inquiries across multiple channels, aiming for first-contact resolution. Handle calls related to safeguarding for adults and children, ensuring accurate information is passed to the relevant teams. Assess customer needs, provide guidance, and escalate complex issues when necessary. Maintain and update customer records in internal systems, supporting performance tracking. Identify and report inaccuracies in service information, recommending improvements. Stay updated on changes to services to provide accurate information. Ensure compliance with data protection and council policies. Act as a subject matter expert in key service areas, providing training and support to colleagues. Promote digital service use and suggest process improvements. Assist in managing the customer service point, allocating tasks, and monitoring workloads. Skills & Qualifications Strong communication and active listening skills. Ability to handle sensitive or challenging customer interactions professionally. Proficiency in using CRM and other service systems. Problem-solving skills and ability to work both independently and as part of a team. This role requires adaptability, customer focus, and a commitment to service excellence. Kellan Group (including all of our brands, Berkeley Scott, RK and Quantica) are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business. You'll find a wide selection of vacancies on our websites