Customer Services Advisor
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| Job Type | Temporary / Contract |
| Location | North West London |
| Area | London, England |
| Sector | Admin & ClericalCustomer ServiceEducationFacilities & Environmental ServicesHousingLegalRevenue & BenefitsSocial Care – Unqualified |
| Salary | £20'022.00 |
| Start Date | Immediate Start |
| Telephone | 02088635271 |
| Job Ref | DBR04316 |
- Description
- Description
We are recruiting a Customer Services Advisor. To represent Customer Services as the first point of contact for visitors, including the Welcome Desk and Community Hubs. Providing residents, customers and other stakeholders with the first-contact resolution for multiple service area enquiries. To undertake frontline meet and greet, reception and customer service responsibilities, including assisting residents with digital self-service advice and guidance. To provide prompt, efficient and professional service and demonstrate the highest standards of customer care at all times:
Responsibility
To provide prompt, efficient and professional service and demonstrate the highest standards of customer care at all times. To ascertain the individual needs of customers, taking ownership and appropriate action to resolve all enquiries, complaints and transactions and arrange the proper support to ensure fair and equal access to Council services:
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, Social Media, MS Teams:
Essential - Skills, Abilities & Experience
· Knowledge of delivering focussed customer service, providing advice, information,
transactions, and dealing with complaints across a broad range of enquiries
· Good knowledge and understanding of standard IT software packages, including
Microsoft Office
· Good understanding of local government, the services provided by local authorities and
the responsibilities towards its residents
· Experience in delivering customer-focused service in a demanding, fast-paced customer
service environment, including areas requiring the application of discretion or judgement
· Experience in effectively resolving enquiries covering a range of enquiry types delivered
through channels including telephone, email, web chat and social media
· Ability to effectively resolve complex customer enquiries, and deal with a high volume of
customer contact via various access channels
· Ability to deal politely, efficiently and courteously with a wide range of individuals,
ensuring they feel supported, listened to, welcomed and confident in handling their
enquiry
· Solid experience in sympathetically with distressed, agitated, confused or angry
customers
· Proven listening skills, able to interpret a range of different legislations and procedures
and clearly explain the information to customers verbally and in writing
· The ability to relate to the needs of a diverse range of people and proactively seek
solutions for their needs, e.g. linguistic or disability needs
· Ability to adjust to a changing work environment and maintain awareness of service
changes and developments across the Council
· Good organisation skills with excellent attention to detail
· Advanced IT skills, with the ability to use standard IT software to support customers to
enable them to use digital self-service facilities if appropriate
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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