What's involved with this role:
Temporary Customer Services Adviser/Admin
Job Ref: E Devon 5258142
Pay Rate: Up to £15.43 per hour PAYE depending on experience
Hours per week: 37 Monday - Friday, normal working hours
Role Length: This opening assignment is for 1-2 months
City: Honiton, Devon
Office based
Basic DBS disclosure require for this role
The purpose of the role is to deliver an outstanding, informative and responsive customer contact service in resolving a broad range of customer enquiries, at first point of contact where practicable, through various channels (face to face, over the telephone and through digital media/online).
Key Responsibilities:
Takes responsibility for and resolves, in a timely and courteous way, a wide range of customer enquiries. These may be by telephone, email, social media, text message, face to face or in writing, and may be complex. Provide clerical and administrative duties as required.
Demonstrates an understanding of complex processes, specialised skills and technical knowledge by fully utilising software systems (CRM Customer Relationship management).
Delivers customer satisfaction through effective and efficient engagement with customers, keeping them informed of the progress of their enquiry and retaining ownership of queries until they are resolved or passed to specialist areas. Promotes and positively supports digital services within the Council.
Contributes positively to East Devon District Council’s customer service standards and promotes East Devon District Council in a positive manner.
Handles overflow calls, messages, signposting and call transfers to assist other areas of the contact centre/Council; supports consultation exercises; and proactively promotes relevant services and communication channels to customers.
Positively supports other advisors through coaching and buddying processes and works creatively with others through provision of research and participation in meetings, focus groups, networks and project work to develop and deliver service improvements to enhance contact centre delivery.
Drives and manages the process mapping activity related to the CRM system and delivery of effective workflow and online services providing advice and support to process owners throughout the Council, and using System Thinking methodology.
Liaises effectively with web authors to flag out of date/inconsistent web content and promote web maintenance.
Supports the Team Leader in making sure the Customer Service Centre offers a customer focused service to help achieve continuous improvement and innovation in service delivery.
Acts as an ambassador for the Council.
Qualifications:
5 GCSE’s C+ including English and Maths.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Excellent communication skills, including oral, written, presentational and listening
Able to handle difficult situations
Accuracy and attention to detail particularly when working to tight deadlines.
Sound knowledge of customer service/ customer focus principles based on practical experience.
Demonstrable experience in creative problem solving.
Experience of call centre IT systems and telephony.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: E Devon 5258142
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.