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Customer Service Representative (temporary)
Immediate Start
£12.85 per hour and uplift after 12 weeks plus holiday pay
37 hours
Monday to Friday
Hybrid role but must live in Bournemouth or Poole
Until end of September 2025 and may be extended
Job Overview
To handle customer enquiries as a first point of contact, to ensure that customers receive an excellent customer service.
The role will operate as part of a team, working within defined procedures and protocols to deliver a consistent and accurate service.
The role will handle routine and complex enquiries focused across a multiple of services where there will be a need for some detailed knowledge and procedural understanding.
Key Responsibilities
• Receive and respond to customer enquiries related to a range of services to provide a prompt and timely customer service, where possible at the first point of contact. This will include enquiries over all access channels and at times will involve confrontational customers and issues of a contentious nature.
• Check and verify documentation provided by customers in accordance with strictly defined requirements, uploading and storing it in appropriate systems, to ensure that documents provided are correct and safely handled.
• Escalate and refer specialist issues, to other officers / teams in accordance with defined handover procedures, so that customer issues can be dealt with appropriately.
• Support customer and digital strategy principles by actively promoting and assisting customers (and services) to use our digital services for all appropriate customer interactions adopting a positive channel shift approach
• Process payments in person and over the telephone, in accordance with tightly defined processes and procedures, to support customers to pay monies owed in an efficient and secure manner.
• Maintain accurate records of enquiries and resolutions, and update and maintain all customer information records and documentation, so that all relevant information is accessible for processing and audit purposes, as well as for service evaluation.
Previous Experience required:
- We are looking for an individual who has a professional telephone manner.
- has experience of inbound contact centre work.
- Experience in dealing with challenging customer behaviours.
- This is a hybrid role with a mixture of working in the office and working remotely, therefore it is important that the successful candidate resides locally for business continuity purposes.
The successful candidate will be responsible for taking inbound calls and responding to emails about multiple service areas including: - Waste and Recycling - Homelessness and Housing - Planning & Building Control - School Admissions / Free School Meals - Parks and Open Spaces
