Customer Service Advisor- Kettering

Job description

We are recruiting on behalf of our client, North 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:

Council Tax

Housing Benefits

Housing

Environmental Care/ Health

As Customer Service Advisor, you will:

• resolve at least 80% of customer queries, by telephone (mostly), email, fax, SMS, face to face or in writing within pre-determined timescales, only forwarding / escalating to others in exceptional circumstances
• 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.
• 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