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Customer Services Advisor

Location: Market Place, SK10 1EA

Start Date: ASAP

Contract Duration: 3+ Months

Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week

Pay rate: £ 12.59 per hour

Job Ref: (phone number removed)

Principal Responsibilities

Receive all customer enquiries and service requests via the telephone, resolving as many requests at the first point of contact as possible.

Update appropriate IT systems to record and maintain an electronic record of customer details and their service requests.

Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day-to-day activities.

Manage customer complaints, compliments, and suggestions in accordance with the council’s procedures.

Contribute ideas that create efficiencies or improvements in customer-facing and other processes.

Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self-service or direct debit payments.

Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.

The job holder may be required at any time to undertake any work up to and/or at a level consistent with existing responsibilities. These tasks may be at any location in Cheshire East, to ensure the effective deployment of labor, materials, transport, and equipment to meet daily service requirements.

Person Specification

Qualifications: NVQ Level 3 Customer Services

Experience:

Working in a local authority call centre or customer centre environment.

Handling abusive or emotive customers.

Experience of dealing with customer complaints.

Experience of dealing with challenging customers.

Experience of dealing with customer enquiries to their conclusion.

Job Related Knowledge:

Detailed knowledge of a broad range of council services.

Ability to acquire a good knowledge of customer services technology.

Ability to acquire a good knowledge and understanding of the processes required to administer services.

Health and Safety Procedures.

Call Handling standards.

Skills & Aptitudes:

Excellent Customer Service Skills.

Proficiency with computers, telephones, and standard office equipment.

Excellent Literacy and Numeracy.

Other Requirements:

Flexible.

Able to work on own initiative.

Positive attitude towards change.

Customer Focused.

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