Client

Local Authority in Croydon

Job Title

Customer Service Officer

Pay Rate

£17.04 an hour PAYE

Hours

36 Hours a week(Mon-Fri)

Duration

3 Month Contract

Location

Full time office based. Candidates will be required to work at Croydon Town Hall 5 days a week.

Description

Key Accountabilities:

>To provide excellent service to all internal and externalcustomers contacting the Council using a range ofcommunication methods.

>To put the customer at the heart of all interactions and ensurewhere possible, that all customer enquiries, payments andcomplaints are resolved at the first point of contact>Take decisions within established procedures for eachservice request including logging, processing and progresschasing enquiries

>To ensure that customer services delivery is provided in linewith the Customer Service strategy. Customer ServiceAdvisers will be 'the face' of the Council and thus willdirectly impact on the quality of the customer experienceand perceptions of the effectiveness and efficiency of theCouncil

>This role will be pivotal in achieving the Council's corporatetarget to resolve the majority of enquiries at the first point ofcontact regardless of the method of contact, i.e. on the web,by telephone, email, face-face, or in writing.>The post holder will be expected to demonstrate flexibility inworking hours and maybe required to work earlier or laterthat normal operating hours of the contact centre.>This also may require evening andweekend working and/or a change of location with priornotice. From time to time there may be a requirement for thepost holder to work in another customer servicethe environment within the Division.>Engage with customers using a variety of means(including social networking sites) to develop anddemonstrate an understanding of who they are andtheir physical and emotional needs, including thedifferences among customers and the needs ofvulnerable customers

>Engage customers in surveys and participatoryaction research methods as partners to design andreview services, ensuring that the customerviewpoint is incorporated and that they develop thecapacity to understand and develop solutions totheir own problems

>Use customer feedback to make recommendationsfor service improvements>Identify and focus on customers' priorities in allinteractions with them.>Contribute to and use a centralised customerengagement system to enable services to plan theircustomer engagement activities and customers toplan which engagement events they can attend.>Consistently deliver an excellent experience forcustomers, ensuring that things are right first time,whether by telephone, face-to-face, email, web-based, text messaging or written queries

>Proactively respond to and resolve, in a timely andcourteous way, a wide range of queries, meetingkey performance indicators, quality standards andservice level agreements>To use sound judgement and take responsibility forobtaining all information necessary to process orresolve a query, only escalating it to others wherethis is appropriate.>Where necessary, put the customer in contact withappropriate colleagues or departments, ensuringrequired information is transferred efficiently>Provide a comprehensive information service to thepublic, advising on services available from, and thepolicies and procedures of the Council, and itspartners which will resolve or inform the needs ofthe customer.>Update customers on the progress of their enquiriesor service requests.>To receive and process payments made to theCouncil, resolve queries within agreed processes toensure that the Council receives the benefit ofrevenues collected at the earliest opportunityTake action to deliver the customer promises whichare part of the 'Proud to Serve'>Provide a comprehensive information service to thepublic, advising on services available from, and thepolicies and procedures of the Council, and itspartners which will resolve or inform the needs ofthe customer.

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