Job Title - Customer Services Assistant
Location - Durham
Contract - Temp - 12 weeks
Hours - 37
Role summary - The Customer Services Assistant will be responsible for providing first-class customer service to all customers, service users, and stakeholders. The successful candidate will be the first point of contact for all queries related to the company's services and will be expected to deal with all enquiries through various communication channels.
Key Responsibilities:
- Provide accurate information on all services on both routine and complex issues.
- Assist the Customer Services Officers and Team Coaches in the day-to-day provision of the front-line service through face to face, telephone, self-service and e-based contacts.
- Deal effectively with customers service requests, answering queries, giving advice covering the full range of Partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable)
- Support the capture of corporate complaints, comments, compliments, and suggestions from customers using the Customer Relationship Management system and following the relevant adopted policies and procedures.
- The collection and validation of information to assist Customer Services Officers in a quick and accurate service provision including the prevention and detection of benefit fraud.
- Represent the customers best interests in seeking expert or specialist advice from services inside and outside the company.
- Maintain up-to-date records and knowledge of the companies Policies and Procedures required to provide the effective processing of service requests, enquiries, and complaints.
- Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion.
- Assist customers in locating the company's information stored in computerised and manual formats including the processing of payments as required.
- Awareness of Risk Management and the impact of the companies Risk Policy has on the post holder.
- Participate in corporate working, to achieve the corporate objectives and personal development aims.
- Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments. Proactively co-operates with others to achieve targets set for group, participates in teamwork, and supports team decisions.
Requirements:
- 4 GCSE's (A-C) or equivalent
- Experience of dealing with the public through a range of contact channels
- Experience of working in a call centre environment
- An understanding of the main services provided to the public.
- Ability to work on own initiative and under pressure.
- Ability to communicate clearly and deal with enquiries with diplomacy and sensitivity both verbally and in writing with a wide range of people.
- PC Literate
- Administrative skills and ability to process numerical data.
- The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post.
- Ability to contribute to the development of the team.
- Positive attitude to flexible working
- Ability and determination to achieve successful conclusions and respond to a challenge.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on or send an E-Mail to