|
|
| Job Title |
|
Senior Customer Service Advisor |
|
|
| Job number |
109139451 |
|
|
| Posted |
28/11/2008 (15:58) |
|
|
| Agency/Employer |
Questus |
|
|
| Description |
Will have rotational start and finish times as below: 08:00 – 16:15 09:30 – 17:45 09:45 – 18:00 As a first point of contact, you will provide advice and information to customers contacting the Council about the wide range of services we provide. Primarily assisting customers face-to-face and via the telephone with in-depth queries or issues relating to Housing Options & Advice and HomelinkKnowledge of Council Tax, Housing/Council Tax Benefit would be desirable. You may also assist customers who use the web to contact the Council.Able to build and strengthen customer relationships and ensure excellent customer service, you must be able to organise your own time and focus on the details to deliver error free work. Business dress – dark grey or black suiting with light blue, Light green, white, cream shirts or blouses. Alternatively, black trousers/skirt. Shirts & ties for men
1.1To effectively provide a high quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels. Assist the team leader in guiding, coaching, mentoring and training team members. To handle more specialist enquiries as designated.
2.MAIN DUTIES:
2.1Participate in a rota to cover the general reception desk, front service desks and telephone work stations, providing cover across the service centre as daily demand requires.
2.2Record accurate and timely statistical information
2.3Actively recognises the need for customer confidentiality
2.4Liaise with all other Council sections and departments to ensure handover of actions as necessary
2.5To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards
2.6Collect and handle cash paid in for Council services
2.7Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service
2.8Use IT and telephony systems to manage and record enquiries, retrieve information to resolve customer enquiries
2.9Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments
2.10Work as a flexible and effective team member supporting other service centre team members with their queries as necessary
2.11Proactively stay abreast of technical, professional, product and service developments
2.12Participate in the Council's performance management processes
2.13 Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
2.14Assist in training/mentoring of new staff giving advice and guidance as required
2.15In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries
2.16Will be required to rotate/provide cover through the designated specialist areas of work
3OTHER ACCOUNTABILITIES
3.1In undertaking this post you are required to
•Observe the Council's equal opportunities and racial equality policies in all aspects of employment and service provision.
•Be aware of, and comply with, the Council's Constitution and Financial Regulations
•Be aware of, and comply with, the Council's policies and procedures on health and safety at work by adopting safe working practices; reporting any accidents and/or unsafe or hazardous conditions to management; and to do everything reasonable to prevent personal injury to themselves, fellow workers and members of the public.
|
|
|
| Location |
Cambridge, Cambridgeshire |
|
|
| Job type |
Contract |
|
|
| Contract length |
3 months approx |
|
|
| Salary/rate |
£9.80 - £11.90/hour PAYE 9.80 LTD COMPANY PAY 11.90 |
|
|
| Start date |
29/09/2008 |
|
|
|
|
|
|
| Contact name |
Melissa Todd |
|
|
| Telephone |
0870 330 9744 |
|
|
| Ref no |
COM-0102 |
|
|
| Apply |
 |
|
|
|
