Customer Service Advisor

Job Type:
Job Sector:
Customer Service
Salary Description:
�19,554 - �21,166 (pro rata)
TalentSpa Recuitment
Job Ref:

Customer Service Advisor

Location: Gateway Plaza / Beevor Court, Barnsley, South Yorkshire

Salary: �19,554 - �21,166 (pro rata)

Hours of Work: Flexible to suit service needs, annualised hours, 24/7, 365 days per year working from a 4 week rota - 30 hrs per week

About the Company:

Creativity, ambition and a focus on people. That's what matters to our client. Their award-winning council is on an exciting journey of change. It's all about putting local people at the heart of everything, listening to and doing good for their communities. They're now more innovative, more efficient and provide better value for money. The changes are clear to see - from new businesses and jobs, to improving school results and to museums being recognised for their community engagement.

Our client lives and works by four important values: honesty, teamwork, excellent service, and taking pride in what they do. As part of the team, you can be sure they'll do all they can to support you in being truly excellent. They prioritise learning and enabling you to achieve your potential. Our client has created a development process that lets you grow in the way that suits you - whether that's training to be a leader or learning flexibly online. That's one of the reasons why they have achieved IIP Gold, and why you'll find your career with our client inspiring and rewarding.

Customer Service Advisor Responsibilities:

* Respond to customer enquiries (some of which may be upsetting) received through multiple access channels including, telephony, face to face, e-mail, web chat and social media
* To analyse and interpret information given by the customer accurately and make appropriate decisions from a range of options.
* To be aware of and abide by key areas of legislation and maintain awareness of policies and procedures which impact on how the service is delivered.
* Liaise with internal and external stakeholders including managers, employees, Elected Members and members of the public
* To take a one Council approach, listening carefully, speaking positively and ensuring the customer receives an efficient, friendly, courteous and helpful experience.
* To handle complaints and difficult or aggressive customers in a calm and professional manner
* Undertake duties whilst dealing with interruptions, queries and conflicting demands arising from customer queries and requests, ensuring key performance indicators are achieved.
* Promote, support and encourage customer independence through the use of self-service channels
* Work to accelerate and positively build the reputation and perception of the Council's self-service options to maximise channel shift to digital options
* Undertake general financial administration e.g. processing requests for service and taking payments.
* Support, assess and process applications in line with guidelines, before making an informed decision on eligibility
* To work in a helpful and approachable manner as a member of the team to ensure overall performance targets are met and colleagues supported in their training and development.
* To work closely with key stakeholders and Managers to deliver service improvements and deliver efficiencies throughout the Council
* Input, check and maintain electronic data and files across a range of systems

Customer Service Advisor Requirements:

* 4 GCSE's (9 - 4) or equivalent, or a relevant level 2 qualification
* Level 2 Customer Services qualification
* Experience

Contact Details:
TalentSpa Recuitment
Tel: 0844 8700 926
Contact: .

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