Customer Service Advisor

Description:

What you’ll be doing:

• To provide efficient and effective customer service to all customers who are contacting Customer Services by a personal visit to reception and customer access points, e-mail, in writing or by telephone

• To provide a ‘triage’ first contact service for customers and helping them interact with local authority services, on-site partners and third party providers where appropriate

• To answer complex customer enquiries, particularly for Revenues and Benefits, ensuring responses are clear and concise

• To ensure compliance to company policy and procedure when answering customer enquiries and to ensure that records, computer systems and information are maintained accurately

• To take receipt of proofs of documentation from customers and ensure all documentation is indexed and scanned onto the appropriate systems

• To book and conduct customer appointments regarding Revenues and Benefits enquiries where customers need assistance

• To prepare and issue visitor badges for meetings with local authority officers and on site partners

• To meet the requirements of the customer satisfaction process by promoting the completion of surveys and following agreed procedure

• To receive occasional post and deliveries on reception

• To promote self-service and channel shift in line with Company strategy, supporting customers with the use of self-serve terminals and web access points located within reception areas

What we’re looking for:

• A proven track record in a customer service role

• Excellent communication skills

• High level of customer focus

• Good keyboard skills, including knowledge of Word and Excel

• Self-motivated and enthusiastic

• The ability to work under pressure

• To be approachable and willing to assist others