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Rate of pay: 拢11.53 per hour
Full Time: Full time hours, shifts allocated between 8:30-17:30
Location: Fully on site in Queensway, Stevenage, SG1 1FN
Start date: 24 February 2025What is required from you: Basic DBS, Full right to work in the UK, 3 years employment history
Job description:To provide the initial point of contact for Hertfordshire citizens and businesses wanting to access the Council's services. Contact will be primarily through telephone or e-Service (web or email) channels, although future planned technology developments are likely to see these channels expand to include customers communicating with HCC via social media channels such as Twitter or Facebook. Correspondence by letter and other "white mail" will also be in scope for this role. Delivering services which are of the highest-quality, effective, efficient & innovative, the main purpose of the Customer Adviser role is to provide advice, assistance and support to citizens and businesses interacting with the Councils services. Customer Advisers will be required to deal effectively with incoming customer requests ensuring these are logged on the appropriate technology and dealt with to a high standard, in line with agreed processes and procedure to ensure an excellent customer experience relating to the council's services.
Essential:Excellent communication skills - both verbal and written 路 Good telephone skills 路 Ability to converse at ease with members of the public and provide advice in accurate spoken English 路 Combination of skills and experience in contact centre or customer service. 路 PC literate with excellent keyboard skills 路 Good communicator, highly customer focused. 路 Be familiar with and comply with Serco and HCC customer service and administration policy and procedures, for which the necessary training will be provided. 路 Understanding of the citizen portal (training will be provided) 路 Ability to deal professionally with multi contact channels including webchat/social media etc 路 Able to convey information specific to caller's needs.
You'll be responsible for:Dealing with a diverse range of customers through inbound calls to ensure the customer care journey is as smooth as possible, resolving queries "Right First Time" in a prompt, friendly and professional manner.Capture, maintain and ensure quality and safety of customer data.Assessing claims and dealing with customer enquiries via electronic means.Supporting the Department's aim in the digitisation of all claimant services.Delivering and maintaining individual and team targets.
Requirements:Good verbal and written English communication skills.Ability to follow instructions and processes.Resilience and the ability to work in a fast paced, high pressured team environment.Verified RTW documentation.Working at Serco, you'll have a can-do attitude with a genuine passion for excellent customer service and enjoy helping people. And with us, you're not just another employee. You're an individual, and this is how you'll be treated. With your dedicated management team with you every step of your career, you'll be joining us in a proudly diverse and inclusive workplace and will enjoy a relaxing break time in one of our many themed break-out areas.
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