|Description:||For: Senior Customer Service Advisor - 982715 - 2 months|
Meyer Scott Ref: VR/05401
Senior Customer Service Advisor Ė Cambridge Ė Temporary - £11.63 ph
To 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.
You will need to have Council Tax, Housing and Council Tax Benefit experience and a working knowledge or Northgate SX3 computer system.
Participate 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.
Record accurate and timely statistical information
Actively recognises the need for customer confidentiality
Liaise with all other Council sections and departments to ensure handover of actions as necessary
To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards
Collect and handle cash paid in for Council services
Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service
Use IT and telephony systems to manage and record enquiries, retrieve information to resolve customer enquiries
Access 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
Work as a flexible and effective team member supporting other service centre team members with their queries as necessary
Proactively stay abreast of technical, professional, product and service developments
Participate in the Councilís performance management processes
Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
Assist in training/mentoring of new staff giving advice and guidance as required
In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries
Will be required to rotate/provide cover through the designated specialist areas of work
In undertaking this post you are required to observe the Councilís equal opportunities and racial equality policies in all aspects of employment and service provision.
Be aware of, and comply with, the Councilís Constitution and Financial Regulations
Be aware of, and comply with, the Councilís 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.
Be responsible for identifying your personal training and development needs in discussion with your line manager and participating in any training and development activities identified and agreed as relevant to your personal development and/or your development in the job.
To ensure confidentiality at all times in all matters relating to any work or communication within the Department and the City Council.