Customer Service Advisor

Customer Service Advisor

Bexley

16/hr

Start date: ASAP

Full Time: Mon - Fri - 36/hrs a week - temporary contract 3 - 6 months

Hatched Recruitment is looking for a Customer Service Advisor in the Bexley area.

Main purpose of the job:

* To act as the first point of contact for the Council, as part of the Council's Contact Centre, providing the local community with advice and information on Council's Services. To fulfil customer requests either directly or through liaison with back office teams or service providers.

Major Duties and Responsibilities:

* Deal courteously and responsively with enquires or requests from service users for assistance on any question that may raise, and aim to resolve the maximum number of enquires at the first point of contact. Enquires may be by telephone (including via the Council's main switchboard), face to face, letter, e-mail or the Council's website.

* Respond to customer correspondence in accordance with service standards seeking advice only on complex issues and service areas outside their immediate knowledge.

* Process contacts recording information in accordance with procedures and where necessary maintaining and updating records on the CRM system.

* Answer incoming calls promptly and make the required connection after ascertaining the nature of the business of the caller.

* Liaise with colleagues in other teams and departments to resolve customer contacts and where appropriate advocate on their behalf to resolve difficult complaints and enquires.

Experience and Knowledge

• Knowledge of how local Authorities operate and the services provided
• Experience of working in a customer-centred environment dealing with customer enquires.
• Sound Experience of the CRM system and other ICT systems such as MS Office and Databases/ keyboard skills, as well as recognition of the importance of the effective use of ICT to deliver a streamlined, efficient customer service function.
• Knowledge and understanding of supporting legislation and current best practice in relation to services within the Contact Centre.