Customer Service Officer
North Central London
£18p/h
Repairs and Maintenance
Looking for someone to start immediately
Principal accountabilities:
1. To deal with telephone enquiries, emails, letters and texts from customers in a professional manner, consistent with corporate customer services standards and targets.
2. To receive monies, by debit and credit cards, as appropriate, using the Council's electronic payments facility.
3. To follow up with customers to check job completion and service quality, within agreed timescales
4. To use all available ICT systems to provide accurate advice, resolve enquires, raise orders, with correct level of priority and maintain and update records on behalf of the customer and ensure that duties are undertaken with regard and compliance of the Data Protection Act and other relevant legislation.
5. To be sensitive to the needs of the diverse local community. Use all services, for example, translation services to help meet the needs of individuals
6. To establish, develop and maintain effective working relationships with all work colleagues to ensure a 'one team approach' to the delivery of the Contact Centre's performance standards and the business objectives
7. To liaise and work with colleagues across the Council, contractors and other partner agencies as appropriate to resolve enquiries.
8. To be a team player in a customer focused team, contributing to meetings, team building and continuous improvement.
9. To actively participate in training and development to develop skills and competencies.
10. To take ownership and responsibility for all enquiries presented to the Customer Service Centre, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.