We are currently recruiting for a Customer Service Officer on behalf of our public sector client based in East London.
This is a temporary contract initially for 1 year. The hourly rate is £16.45 per hour PAYE or £20.89 per hour Umbrella. The role will be mainly home based, however some office attendance will be required for training or meetings.
The successful candidate will have strong customer service experience, ideally within local government or parking services.
Key duties will include:
- To deliver a high quality customer advisory telephone and email service to both internal and external customers
- To act as the first point of contact for the parking service, providing specialised information/advice to a wide range of enquiries, using discretion, initiative and practice judgements, from members of the public, other council departments and external agencies
- Working within current policies to progress, advise and where possible resolve customer enquiries
- To provide an efficient polite and efficient service to the public for all parking permit, PCN and CPZ queries
- Provide callers with an update on their PCN case or permit application where required
- To ensure that customers are aware of the legislative appeals process and direct them to the appropriate channels on the website to contest their PCN or find information on PCNs
- To ensure that customers are aware of how to apply for permits/set up a new permit account on the website and book cashless parking sessions
- To carry out administrative tasks and work flexibly and co-operatively to ensure that operational service priorities are met
- To be aware and remain up to date with any changes within the service that may impact on residents/motorists for enforcement
- To process permit refunds and permit amendments where required
- To process PCN or permit payments where required
- To be responsible for the processing of applications for School Street and Pedestrian Zones
- To take requests for enforcement visits and log these for action by the Civil Enforcement Officers
Key knowledge, skills and experience
- Experience of dealing with customers over the phone and face to face, being able to remain calm, clear and empathetic under pressure
- Experience of dealing with a range of routine/complex enquiries and following administrative processes
- Previous customer service experience within local government or parking services is highly desirable
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.
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