Our client is looking for a customer service advisor to work based in Wakefield (WF1) to deliver and maintain a caring, efficient and welcoming customer service, responding to customer needs.
To champion the customer cause, continually challenging working practices to improve the customer experience.
To contribute enthusiastically to the overall operational effectiveness of the Council’s 24/7 Customer Service Centre
•Take responsibility for handling customer enquiries received via telephone, correspondence or e-channels. Responding promptly and flexibly to customers, taking practical actions to help. Use established and documented procedures, referring exceptions to line manager for resolution.
•Data input into templated excel reports to record volumetric information
•Contribute to the departmental achievement of Service Level Agreements and ensure that performance standards are consistently met.
•Update electronic customer records using the Council’s core systems, detailing actions taken and any further requirements to provide an audit trail of contact.
•Process card and cash payments for Council Services.
•Develop and demonstrate a level of expertise in the services delivered by the Council in order to deliver detailed, and where required, technical explanations to customers.
•Maintain and promote excellence in service delivery. Identify customer trends, difficulties and issues. Suggest solutions to these to continually seek to improve the customer experience.
•Provide advice, guidance and practical support to assist others within the Council to develop and deliver a customer focussed service.
•Ensure the progression and completion of enquiries in cases where they cannot be resolved in the first instance and promote team work with departments, agencies and partners in finding resolutions.
•Process applications and make decisions on eligibility for Council services using a set of established criteria and guidelines.
•Deal with complaints in line with the Council’s procedures, looking to negotiate a solution with the customer with scope of responsibility or signposting to the Customer Relations team where this cannot be achieved.
•Make positive contributions to team meetings and training sessions.
•Ensure actions are compliant with all relevant Council policies and legislative requirements including Data Protection, Health and Safety, Equal Opportunities and Code of Conduct.
•Carry out all actions displaying positive behaviours at the appropriate level in the Council’s Competency Framework.
•Other duties and projects, commensurate with the position as directed by the Customer Services Team Leader.
Hours of work are Monday to Friday 9am - 5pm = 37 hours per week
