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We are seeking a Customer Service Advisor To handle all first points of customer contact across a range of channels, including face-to-face, telephony and digital. To support customers in resolving their queries and requests for service as fully as possible to a high standard

Responsibility

Providing customers with prompt, effective and courteous front-line services. Resolving customer enquiries across a variety of service areas, such as: Benefits (validating applications, reporting a change of circumstances and others), Parking (taking payment of PCNs, renewal of parking permits and others), Revenues (taking council tax payments, balance enquiries and others) Waste (reporting fly tips, missed bins, handling garden waste renewals and other) Other (including general enquiries)

Qualification – Essential

GCSE Grade (or equivalent) in English Language and Mathematics.

NVQ Level 2 in Customer Service or equivalent experience

Advanced – Microsoft Office (Word, Excel, Outlook), social media and CRM.

Qualifications, Knowledge, and Experience Requirements - Criteria to be Evaluated at the Shortlisting Stage.

Successful candidates will have:

Ability to use a range of software packages and Microsoft Office to an advanced level 

Relevant local authority knowledge and/or experience (desirable) 

Strong communication skills, Strong interpersonal skills 

Ability to handle sensitive information with discretion 

Ability to multitask whilst remaining calm and professional in a pressurised, fast-paced customer service environment 

Commitment to the principles of equality and diversity 

Experience in dealing with demanding customers 

Friendliness, helpfulness and positive attitude 

Proactive approach to continuous personal development 

Understanding of the Equality Act legislation (desirable) 

Knowledge of GDPR principles (desirable)

Essential Compliance Requirements

A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading public sector provider, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace