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Senior Customer Service Advisor

  • Location


  • Sector:

    Admin & Clerical

  • Job type:


  • Salary:

    £15 - £16 per hour

  • Job ref:


  • Published:

    13 days ago

  • Duration:

    5 months +

  • Start date:


  • Expiry date:


We have an exciting opportunity for an Senior Customer Service Advisor to join our busy offices based in Cambridge on a temporary basis for 5 months with the possibility of an extension. We are looking for someone to start ASAP, working 37 hours per week, at £15.00 p/h.

As the Senior Customer Service Advisor, your main duties will include:

  • 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
  • Receive 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

To be successful for this Senior Customer Service Advisor post you will need to have:

  • 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
  • Experience in a call or contact centre
  • Experience in a local authority environment
  • Experience of providing coaching and mentoring.

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