Rewards and Benefits on offer:
- Immediate start.
- Varied and interesting job role.
- Great resources.
- Great team culture.
- Any support required is provided.
The Company you'll work for:
We are proudly representing our public sector client based in Durham for their search for a Customer Service Advisor. They now have an immediate requirement to recruit for a temporary assignment to start as soon as possible.
The job you'll do:
- To provide a first point of contact for all our customers, service users and stakeholders' access to public services by all access channels, dealing with customer enquiries
- To 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.
- To deal effectively with customers service requests, answering queries, giving advice managing the progress of each enquiry through all stages to its conclusion (where applicable).
- To support the capture of corporate complaints, comments, compliments and suggestions from customers using a 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.
- To represent the customers best interests in seeking expert or specialist advice from services inside and outside the business.
- To maintain up-to-date records and knowledge of the 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 company information stored in computerised and manual formats including the processing of payments as required.
- Awareness of Risk Management and the impact of the Risk Policy has on the post holder.
- The duties and place of work may change as the service provision changes to the meet the needs of the customer.
- Participate in corporate working, in particular in order 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.
About you:
- 4 GCSE's (A-C) or equivalent
- Experience of dealing with the public through a range of contact channels
- 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
- Positive attitude to flexible working
- Ability and determination to achieve successful conclusions and respond to a challenge