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Council Customer Service Advisor

Location: ANNESLEY, NOTTINGHAMSHIRE Salary: 8.50 - 8.62 GBP Per Hour, inc benefits
Sector: Business Support Job Type: Temporary
Shift Type: FULL TIME Applications: 2
Posted: 15 days ago Reference: 3082543

We are looking for people with excellent communication skills and individuals who are comfortable in solving problems. If you enjoy customer service and helping your local community - this role is for you.

5 weeks' induction and training.

Nottinghamshire County Council are recruiting 10 new Customer Service Advisors and we are looking for people who are ready to begin work 18th September. This work will be full time (37 hours) and on a shift pattern covering from 8am - 8pm Monday to Friday and 8-12 on the occasional Saturday.

There will be an interview procedure but if you would like to know more - please apply immediately!

This role will not consider part time and the start date can not be moved. It is a temporary ongoing role with the possibility of permanent or fixed term depending on your performance.

Key Responsibilities
To effectively handle inbound and outbound telephone calls from members of the public, service users, internal departments and representatives of other agencies, and to provide a prompt, high quality response to their enquiry.
To establish the nature of the calls and respond by giving direct information and enquiry resolution or by interacting between the caller and the appropriate service unit or external agency, to ensure all enquiries are logged using the Lagan CRM system and resolved, wherever possible, at first point of contact. Working to agreed quality standards and Service Level Agreements.
To take ownership of calls/emails/ all other customer contact channels and ensure that outstanding tasks are followed up and dealt with to the satisfaction of both the customer and the Authority.
To identify areas of improvement in terms of service, process improvement and service delivery and to ensure that process improvements and recommendations are built around the customer, are slick, seamless and efficient.
To work using inbound and outbound telephone channels/emails/other customer contact channels.
To deliver a customer-focused service which reflects the standards set out in the Council’s “Customer Service Code of Practice” and individual Service Level Agreements.
To keep abreast of service developments and organisational changes in order to provide accurate information and advice to customers.
To ensure confidentiality of information in respect of records maintained and tasks undertaken in line with agreed policy and relevant legislation. This includes maintaining strict confidentiality in relation to personal information, which may become known to you in the course of your work.
To maintain accurate up-to-date records in accordance with the Data Protection Act, ensuring data is stored accurately to enable the production of statistical and management reports as required.
To uphold the Customer Service Centre team standards at all times and work professionally in accordance with the County Council’s policies, procedures, standing orders and financial regulations.
To provide appropriate support in contingency or civil emergencies as requested (including if necessary 24 hour call-out duties)
Any other duties that correspond reasonably to the general character of the post and are commensurate with its level of responsibility.



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