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We are looking for someone with Customer Service/Contact Centre experience to sit within the Contact Centre service, this service takes all front line calls across around 15 different services, so the candidate needs to be experienced in lots of telephone work, have good/excellent ICT knowledge as there is a lot of back of systems, ability to deal with difficult customers, ability to work to timescales and under pressure at times.
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.
- Respond to customer correspondence.
- Process contacts recording information.
- Answer incoming calls promptly and make the required connection.
- Liaise with colleagues in other teams and departments to resolve customer contacts.
- Where necessary liaise with service providers to fulfil a customer contact.
- Maintain and enhance the commitment to customer care and quality of service standards.
- Seek out answers to enquiries which have not been asked before or are of an unusual /infrequent nature.
- Resolve complex service coordination issues with back office teams, service providers and partner organisations.
- Assist with the implementation of new services or the development of existing ones in the Contact Centre, testing scripts and CRM processes and then piloting the resultant new enquiries and service requests, under the leadership of the Contact Centre Projects, Strategy and Performance Officer.
Duties:
- Undertake the administrative and banking functions of the contact centre, including filing, scanning and photocopying.
- Processing payments, including cheques and credit/debit cards, complying with the appropriate procedures.
- Effective use of the relevant Contact Centre CRM systems.
- Retrieval and provision of accurate data concerning services in response to customer requests.
- Provide information and advice to customers based on information not available on the CRM system.
- Undertake fulfilment activities to ensure services are effectively delivered post customer contact.
- Effectively respond to customer correspondence in accordance with service standards responding to written customer enquiries.
- Effectively control and manage calls and visits to the contact centre.
- Investigate customer complaints and queries
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.
Well developed customer service and communication skills (e.g. listening and questioning)
Demonstrable organizational skills and the ability to organise and prioritise work.
Ability to take ownership of work and fulfill agreed commitments.
Ability to think about alternative ways of doing things.
Knowledge and understanding of supporting legislation and current best practice.
Abilities
Ability to speak with confidence and accuracy.
Ability to choose the right kind of vocabulary for the situation in hand.
Ability to listen to customers and understand their needs.
Ability to tailor your approach to each conversation appropriate to the customer.
Required
3 GCSE's (including English) (or) Relevant Vocational qualification and a level of competency equivalent to NVQ level II in Customer Care.
