Customer Service Advisor

Posted 12 May 2022
SalaryUp to £10.43 per hour
LocationNorthampton
Job type Temporary
DisciplineHR, Business Support & Administration
ReferenceCUSTO55564_1652361842
ContactAlex Wolf

Job description

We are recruiting on behalf of our client, West Northamptonshire Council, for a Customer Service Advisor to maximise resolution of enquiries and information requests from customers at first point of contact. Specifically, the Customer Service Advisor will be the first point of contact for all of the Council's external customers, with enquiries/issues related to one of the following service areas:

  • Waste & Public Protection
  • Births, Deaths & Marriages
  • General Enquiries & Reception
  • Councillor Enquiries
  • Cultural Services
  • Children, Young People & Family Services
  • Adult Services
  • Schools & Education Services
  • Schools & Community Transport
  • Highways & Planning

General information about the post:

  • Northampton, Northamptonshire (NN1), office- based role
  • 37 hours per week - Mon to Fri - between 08:00 and 18:00
  • Three-month initial assignment, permanent position subject to performance

As Customer Service Advisor, you will:

  • resolve at least 80% of customer queries, by telephone, email, fax, SMS, face to face or in writing within pre-determined timescales, only forwarding / escalating to others in exceptional circumstances
  • assess individual customer eligibility for adult and children's social care needs, school and community transport (where applicable)
  • assess, analyse, interpret and record customer needs using appropriate skills and technology, to enable customer issues to be resolved and a database of customer needs and contact to be developed
  • resolve complaints/concerns at the first point of contact, where possible, minimising the need to escalate to the Customer Care team for investigation.
  • continuously seek to improve the service offered to customers, proactively interpreting customer needs and suggesting improvements to service delivery
  • monitor and assess personal performance against targets, seeking support as necessary in order to deliver Customer Service Centre KPIs
  • share knowledge and information with colleagues, contributing to the team's ability to deliver continuous performance improvements
  • ensure customers are regularly updated on the progress of their enquiry or service request as agreed at point of contact.
  • be proficient in the use of all technology deployed in the Customer Service Centre to help facilitate an excellent customer experience
  • demonstrate awareness/understanding of equal opportunities and other people's behavioural, physical, social and welfare needs.
  • ensure that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department.
  • carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post.

What you will bring to the role:

  • Previous work experience that evidences the ability to poses logical questions to customers in order to draw distinction between a problem and a crisis and prioritising subsequent action accordingly.
  • Previous work experience that evidences the ability to handle customer queries relating to sensitive subjects, for example Child Protection issues.
  • Ability to articulate well using both written and verbal communication.
  • Ability to empathise with customers and use questioning skills to identify root cause of customer issues.
  • Ability to prioritise workloads to meet business as usual activity and ad-hoc project work.
  • An ability to assimilate information in a variety of different formats (telephone, email, written)
  • Ability to build trust and rapport with the Customer
  • Service Centre and wider Council colleagues to develop internal network.
  • Motivated by helping people and working with customers to resolve their issues.
  • An ability to understand and work within Council process, however recognise opportunities for improvement.

Qualifications/Experience:

Essential:

  • A working knowledge of the services provided by the Council
  • A customer service background with proven contact centre experience.
  • Experience of working within a team environment.
  • Experience of working under minimal supervision.
  • Experience of following process and procedure to answer customer queries only escalating where absolutely necessary.
  • Computer literacy with experience of using

Preferably:

Experience of working as an effective team member to meet Service Level Agreements (SLA's) and Key Performance Indicators (KPI's)

What we can offer you:

  • Holiday entitlement of up to 31 days per annum, pro rata (including bank holidays).
  • Permanent equivalent council pay rates offered after 12 weeks
  • 3% pension contribution from employer
  • Flexible working hours
  • Opus candidates hear about jobs first
  • Opportunity to apply for permanent positions as an 'internal candidate'
  • Gain experience to support permanent applications
  • City centre location - great public transport links