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Senior Customer Service Adviser

  • Location

    Cambridge, Cambridgeshire

  • Sector:

    Housing Benefits & Planning

  • Job type:


  • Salary:

    £15.00 - £15.75 per hour

  • Job ref:


  • Published:

    3 months ago

  • Duration:

    3 Months

  • Start date:


  • Expiry date:


Our client is seeking a Senior Customer Service Adviser/Training Support Officer on an initial 3 month contract with the possibility of an extension.

Working Hours:

37 Hours per week

Monday - Friday

Pay Rate:

£15.00 p/h

Job Purpose:

  • To effectively provide a high quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels. Assist the team leader in guiding, coaching, mentoring and training team members. To handle more specialist enquiries as designated.

Duties and Responsibilities:

  • Participate in a rota to cover the general reception desk, front service desks and telephone work stations, providing cover across the service centre as daily demand requires.
  • To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme.
  • Record accurate and timely statistical information.
  • Actively recognises the need for customer confidentiality.
  • Liaise with all other Council sections and departments to ensure handover of actions as necessary.
  • To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards.
  • Receing and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service.
  • Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries.
  • Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments.
  • Work as a flexible and effective team member supporting other service centre team members with their queries as necessary.
  • Proactively stay abreast of technical, professional, product and service developments.
  • Participate in the Council's performance management processes.
  • Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction.
  • Assist in training/mentoring of new staff giving advice and guidance as required.
  • In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries.
  • Will be required to rotate/provide cover through the designated specialist areas of work.

Skills and Experience:

  • Able to provide evidence of experience in a high volume customer facing role
  • Able to provide evidence having worked in a role using ICT regularly and frequently to input data or retrieve information
  • In-depth specialist knowledge in Council Tax, Housing Benefit and Council Tax Reduction
  • Able to provide evidence of application of a wide range of customer service techniques.
  • Able to provide evidence of resolving in-depth or specialist enquiries.
  • Numeracy
  • Manages information for action and keeps accurate up-to-date information and records
  • Able to cope with high levels of work at busy periods
  • Computer literate
  • Keyboard skills


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