Customer Service Advisor

Customer Service Advisor

Location: ST1 5SZ
Start Date: ASAP
Contract Duration: 6+ months
Working Hours: Mon - Fri, 09:00 - 17:00, 37 hours per week
Pay Rate: 11.50 per hour

Job Purpose:

We are seeking a Customer Service Advisor to join our clients Housing and Customer Services team based in Stoke. In this role, you will provide an efficient and effective service to the public, handling both telephone and face-to-face inquiries within our Corporate Contact Centre and one-stop shop service. You will deliver a high standard of customer care and be committed to resolving customer issues efficiently, with empathy and professionalism.

Key Duties & Responsibilities:

• Answer specific and general inquiries and provide advice to members of the public, other departments, and external agencies, ensuring resolution at the first point of contact where possible.
• Take payments via all channels, ensuring compliance with audit requirements and managing cash/cheque payments where appropriate.
• Operate relevant computer systems and equipment (e.g., CRM systems, telephony technology) to process customer inquiries.
• Support face-to-face and electronic channel inquiries (e.g., Internet, text messaging).
• Collate information and provide statistical data and reports on services provided from both computer and manual sources.
• Contribute to continuous service improvement by ensuring that all computer data, administrative systems, and procedure manuals are kept up to date.

Person Specification:

• Relevant experience in a customer service/call centre/office environment, with a strong commitment to quality customer care.
• Experience with computer software applications (e.g., word processing, spreadsheets, CRM systems, and telephony technology).
• Good communication skills (both written and oral).
• General clerical skills with a methodical and organised approach to work in a fast-paced environment.
• Strong interpersonal skills, capable of handling complex and diverse customer inquiries.
• Commitment to working with vulnerable individuals and an understanding of the issues they face.
• Ability to remain calm and empathetic in stressful situations.

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