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Customer Service Advisor

  • Location

    Bedwas, Caerphilly

  • Sector:

    Procurement

  • Job type:

    Contracts

  • Salary:

    £10.14 - £10.65 per hour

  • Job ref:

    5105813_1564153617

  • Published:

    25 days ago

  • Duration:

    7 months

  • Start date:

    19-08-2005

  • Expiry date:

    25-08-2019

Our client is seeking a Customer Service Advisor on the initial 7 month contract with the possibility of an extension.

Working Hours-

37 hours per week

Monday - Friday

Pay Rate-

£10.14 p/h

Job Purpose-

- Provide high quality customer service across the Council's Customer Service access channels, acting as an 'advocate' for the customer.

- Deliver a variety of service requests by accessing Council services.

- Pro-actively manage the life cycle of the service request.

Duties and Responsibilities-

- Deliver a range of Council Services using the Councils Customer Relationship Management system, in accordance with relevant legislation, Council policies and procedures.

- Provide information and advice to customers in the most appropriate format to meet their needs.

- Ensure that payment activities are undertaken in accordance with the Council's financial regulations.

- Undertake administrative tasks and make telephone calls as required to progress enquiries from customers, ensuring the efficient functioning of the Customer Service operation.

- Maintain a good working knowledge of regulations covering services delivered by Customer Services.

- Actively promote the Council by informing customers of other services that may be relevant or of interest to them.

- Assist in ensuring that information provided to Customer Service by Directorates for the use in the delivery of services is up to date and correct

- Take responsibility for your own learning and development and to take part in any training considered relevant to the role.

- Co-operate in ensuring that the Council's obligations under the Health and Safety at Work Act and supporting regulations are met in respect of the Customer Service operation.

- The business requirement will involve working on a rota basis covering Monday to Saturday between the hours of 08.00 - 19.00.

- Deliver a range of Council Services using the Council's Customer Relationship Management (CRM) system, in accordance with relevant legislation, and the Council policies and procedures.

- Deliver information or sign posting services in line with Customer Service Standards in the most appropriate format to meet customer need.

- Provide service across the range of access channels including Face-to-face and all electronic formats and undertake administration tasks, ensuring the efficient functioning of the Customer Service operation.

- Deliver a cashiering service in a face-to-face environment in line with the council's financial regulations and agreed procedures.

- Processing payment information in an electronic payment format in line with the Council's financial regulations.

- Make decisions on assessment processes using set eligibility criteria, such as but not exclusive to, Disabled Persons Parking Permits.

- Maintain a good working knowledge of regulations covering services delivered by Customer Services including the Contact Centre.

- Actively promote the Council by informing customers of other services that may be relevant or of interest to them.

- Assisting in the development and implementation of processes.

- Supporting the development and training of other staff, such as during the implementation of new processes or new starters, by coaching and side-by-side mentoring.

- Able to continuously adapt skills and knowledge to meet customers needs across a diverse range of customers and services. For example Advisors could be dealing with vulnerable customers accessing services that are quality of life dependant (homelessness / Mental Health issues) or in a position of processing simple processes like replacing a wheelie bin.

Skills and Experience-

- Ability to communicate effectively both written and orally with a variety of people.

- Ability to apply creative thinking to find solutions to problems.

- Ability to deal with complex situations.

- Ability to develop own skills.

- Effective communicator and good listening skills.

- Willingness to accept ownership of an issue, through to resolution.

- Welsh language skills.

- Proven organisational skills.

- Ability to practically apply customer service policies in an operational environment.

- Keyboard skills and an understanding of Microsoft Office tools.

- Diplomatic yet approachable.

- Able to act with confidence and assertiveness, as well as tact and diplomacy.

- Previous experience and proven ability in the delivery of customer services.

- A proven contribution to improvement of services in response to customer need and aspiration.

- Ability to work as part of a team, and to be self motivated, working without close supervision.

- Ability to deliver the implementation of change.

121 Jobs is acting as an Employment Business in relation to this vacancy.