Customer Services Advisor Contract

Customer Services Advisor
Macclesfield
Full-time temporary contract
£10 per hour

JOB PURPOSE
To resolve a broad range of customer enquiries received face to face and via the telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.

PRINCIPAL RESPONSIBILITIES
* Receive all customer enquiries and service requests received face to face and via the telephone to resolve as many requests at first point of contact as possible.
* Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests.
* Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities.
* Manage customer complaints, compliments and suggestions in accordance with the Council’s procedures.
* Contribute ideas that create efficiencies or improvements in customer facing and other processes.
* Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments.
* Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.

Requirements:
* NVQ Level 3 Customer Services or equivalent
* GCSEs grades A-C, or equivalent, in Maths and English
* Experience of working in a local authority call centre or customer centre environment
* Handling abusive or emotive customers
* Experience of dealing with customer complaints
* Experience of dealing with challenging customers
* Experience of dealing with customer enquiries to their conclusion
* Call handling standards
* Detailed knowledge of a broad range of Council services
* Ability to acquire a good knowledge of customer services technology
* Ability to acquire a good knowledge and understanding of the processes required to administer services
* Excellent customer service skills
* Computer, telephones and standard office equipment
* Excellent literacy and numeracy

If you have the relevant experience and believe you are suitable for the role, please apply directly!