Client Local Authority in Croydon Job Title Customer Service Officer Pay Rate £17.04 an hour PAYE Hours 36 Hours a week(Mon-Fri) Duration 3 Month Contract Location Full time office based. Candidates will be required to work at Croydon Town Hall 3 days a week. Description MUST be available to start 6th January. Key Accountabilities: >To provide excellent service to all internal and external customers contacting the Council using a range of communication methods. >To put the customer at the heart of all interactions and ensure where possible, that all customer enquiries, payments and complaints are resolved at the first point of contact >Take decisions within established procedures for each service request including logging, processing and progress chasing enquiries >To ensure that customer services delivery is provided in line with the Customer Service strategy. Customer Service Advisers will be 'the face' of the Council and thus will directly impact on the quality of the customer experience and perceptions of the effectiveness and efficiency of the Council >This role will be pivotal in achieving the Council's corporate target to resolve the majority of enquiries at the first point of contact regardless of the method of contact, i.e. on the web, by telephone, email, face-face, or in writing. >The post holder will be expected to demonstrate flexibility in working hours and maybe required to work earlier or later that normal operating hours of the contact centre. >This also may require evening and weekend working and/or a change of location with prior notice. From time to time there may be a requirement for the post holder to work in another customer service the environment within the Division. >Engage with customers using a variety of means (including social networking sites) to develop and demonstrate an understanding of who they are and their physical and emotional needs, including the differences among customers and the needs of vulnerable customers >Engage customers in surveys and participatory action research methods as partners to design and review services, ensuring that the customer viewpoint is incorporated and that they develop the capacity to understand and develop solutions to their own problems >Use customer feedback to make recommendations for service improvements >Identify and focus on customers' priorities in all interactions with them. >Contribute to and use a centralised customer engagement system to enable services to plan their customer engagement activities and customers to plan which engagement events they can attend. >Consistently deliver an excellent experience for customers, ensuring that things are right first time, whether by telephone, face-to-face, email, web-based, text messaging or written queries >Proactively respond to and resolve, in a timely and courteous way, a wide range of queries, meeting key performance indicators, quality standards and service level agreements >To use sound judgement and take responsibility for obtaining all information necessary to process or resolve a query, only escalating it to others where this is appropriate. >Where necessary, put the customer in contact with appropriate colleagues or departments, ensuring required information is transferred efficiently >Provide a comprehensive information service to the public, advising on services available from, and the policies and procedures of the Council, and its partners which will resolve or inform the needs of the customer. >Update customers on the progress of their enquiries or service requests. >To receive and process payments made to the Council, resolve queries within agreed processes to ensure that the Council receives the benefit of revenues collected at the earliest opportunity Take action to deliver the customer promises which are part of the 'Proud to Serve' >Provide a comprehensive information service to the public, advising on services available from, and the policies and procedures of the Council, and its partners which will resolve or inform the needs of the customer. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.