Customer Services Officer - Contact Centre
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| Job Type | Temporary / Contract |
| Location | North West London |
| Area | London, England |
| Sector | Admin & ClericalCustomer ServiceHousingSocial Care – Unqualified |
| Salary | £25'134.00 |
| Start Date | Immediate Start |
| Telephone | 02088635271 |
| Job Ref | DBR04313 |
- Description
- Description
We are recruiting a Customer Services Officer within a busy contact centre. To provide customers and other stakeholders with the first contact resolution for up to seven service area enquiry types via phone, email, webchat and social media channels: supporting the Electoral Services team with enquiries and who strive to find win-win situations for each customer.
Responsibility
To provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions:
Qualification – Essential
· 3 GCSEs (A-C) or equivalent to include Maths and English
· NVQ Level Customer Service qualification or relevant experience
· Advanced user –Microsoft Office, Word, Excel, Outlook, MS Teams
Essential - Skills, Abilities & Experience
· Proven ability to effectively listen and interpret a range of different legislations and
procedures and clearly explain the information to customers verbally and in writing
· Ability to effectively navigate and interpret various IT systems and applications with
experience in logging, processing and resolving customer enquiries and transactions
effectively
· Experience in providing customer-focused service in a demanding, fast-paced
customer service environment, including areas requiring the application of discretion or
judgement
· Proven attention to detail by listening carefully and capturing communications accurately
to respond to every aspect of issues raised
· Ability to deal politely, efficiently and courteously with a wide range of individuals,
ensuring they feel supported, listened to, welcome and confident in the handling of their
enquiry
· Demonstrate the ability to be solution-focus, take responsibility and take action to
promote excellent customer service with a ‘Can Do’ attitude
· Experience in effectively resolving enquiries covering a range of enquiry types delivered
through channels including phone, email, web chat and social media
· Ability to relate to and understand the needs of a diverse range of people and to
proactively seek solutions for their needs, e.g. linguistic or disability
· Ability to follow current procedures when transferring a call to another member of staff or
for specialist advice
· Ability to liaise with colleagues, contractors and other partner agencies as appropriate to
resolve enquiries
Essential Compliance Requirements
· Three Years of Reference
· A pre-engagement screening is mandatory for this role
Diamond Blaque is an equal opportunities employer.
Diamond Blaque is acting as an employment agency for this vacancy
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