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Customer Advisor

6 months

Monday – Friday 37 hours per week

13.26 per hour.

Purpose of the Post:

Working within the our Customer Centre, this post receives, records, and resolves customer contacts on the phone, face-to-face and online, playing a key role in delivering the Council’s Customer Charter – providing excellent customer service to the diverse range of customers.

Duties and Responsibilities:

As the first point of contact for our customers, act as an ambassador for the business and maintain a focus on the needs of customers and aim to resolve their queries as quickly as possible.

Undertake call handling duties in a friendly, professional, and efficient manner, recording contact, submitting service requests and processing payments using the our Customer Relationship Management (CRM) and associated systems.

Welcome customers into the our Customer Centre, and support them to report, apply and pay via the our website.

Provide a reception function within central locations, dealing with enquiries in a timely and efficient manner.

Maintain a working knowledge of the Business and related public services to advise or direct customer enquiries.

Escalate customer issues to Customer Centre Coordinator and other teams as appropriate.

Corporate Responsibilities:

We will make every reasonable effort to supply the necessary employment aids, equipment or adaptations to enable employees to perform the full duties of the job in accordance with the Equality Act 2010 where a post holder is disabled.

You will

Demonstrate a commitment to the principles of equality of opportunity and fairness of treatment in relation to employment issues and service delivery.

Respect all confidentialities and principles and practices of the Data Protection Act.

Comply with Health and Safety policies and legislation.

Be committed to continuous personal development, including Middlesbrough learns.

Demonstrate a commitment to the safeguarding of children and vulnerable adults, highlighting any areas of concern with the appropriate service and adhering to the policies of the business relating to these issues.

The above duties and responsibilities cannot totally encompass or define all tasks which may be required. The outlined duties and responsibilities may, therefore, vary from time to time without materially changing either the character or level of responsibility: these factors are reflected in the post.

PERSON SPECIFICATION

For the purposes of recruitment and selection, you will be assessed against Our Values and the criterion marked as Essential/Desirable in the Qualifications and Knowledge & Experience section.

Our Values

Our Values are a critical element of our strategy to create a brighter future for Middlesbrough. They will be at the heart of everything we do and will be the foundation for how we operate, behave and make decisions. Having these values will help you be the best you can be and help Middlesbrough to grow and thrive.

PERSON SPECIFICATION

NVQ2 in Customer Care or equivalent qualification.

Experience of working in a customer facing role.

Experience of data entry into customer systems

Knowledge of local government and it services.

Interest please apply