| For: Customer Service Advisor
Meyer Scott Ref: VR/05107
Pay rate: starting at £8.40 per hour and then rising to £9.70 per hour after 3 months.
The provision of a comprehensive and in-depth information and advice service to the Council's customers in person, over the phone and via email or the Web. Dealing with enquiries, requests for service, income collection and comments, compliments and complaints relating to all aspects of the Council's and its partners' services, ensuring an excellent level of customer service at all times.
Main Duties and Responsibilities:
• Provide advice and information on the full range of Council services, resulting in an effective first point of contact for service users.
• Seek to resolve individual enquiries about Council services.
• Act as an advocate for customers when dealing with other services, agencies and organizations. Follow up matters that cannot be dealt with immediately and take responsibility for ensuring that issues concerning other Services, agencies and organizations are referred promptly to the appropriate contact.
• Update and maintain the Customer Relationship Management system, and other manual and computer-based information systems.
• Ensure that all income whether it is cash, cheque or debit/credit card is correctly processed through the Cash Receipting System, appropriate receipts are issued and monies are banked in accordance with the code of Financial Management and other Regulations pertaining. Assist with the daily reconciliation as necessary.
• Assist in the completion of application forms, enquiry forms, direct debit mandates, standing order forms etc.
• Agree arrangements for repayments with customers who have accounts in arrears, within Council guidelines and procedures.
• Keep up to date with the Council’s policies and activities and be fully conversant with all forms and leaflets available to the public. Make available, documents on deposit, publications and other literature and to provide assistance, as required.
• Assist in the maintenance of information displays ensuring that the Centre is kept neat and tidy at all times.
• Open, close and secure the Centre as necessary.
• Meet agreed performance targets and deadlines.
• Undertake training and development appropriate to the role.
• Work flexibly across all access channels to cover staff absences etc and
• undertake such other work as may be required from time to time by the Head of Customer Access consistent with the duties and grading of the post.
• Deal with all complaints effectively and at the first point of contact in accordance with the Council’s ‘One Team’ approach.
• Please note that the post holder will be required to wear the Corporate clothing provided.
Pay rate: starting at £8.40 per hour and then rising to £9.70 per hour
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