Customer Service Agent

Description

We are recruiting a Customer Service Agent for a public sector client in North London. This role is crucial as it deals with complex enquiries across all access channels, i.e. telephone, face-to-face, email and written correspondence, following customer care strategies and corporate policy.

Responsibility

To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed and aggressive, and including those with more complex needs.

 Qualification – Essential

• GCSE Grade A-C (or equivalent) in English Language and Mathematics.
• NVQ Level 3, BTEC Business, equivalent experience.
• Advanced –Microsoft Office, Word, Excel, Outlook, PowerPoint, and Social Media.

Essential - Skills, Abilities & Experience

• We foster a supportive work environment. As a customer service agent, you can collaborate with various services and voluntary partners.
• Ability to partake in quality conversations using a Strength-Based approach to explore residents' holistic needs.
• Ability to deal with simple and routine face-to-face, telephone and electronic enquiries discreetly, courteously and efficiently.
• Ability to communicate appropriately and effectively with clarity orally and in writing.
• Able and willing to be flexible and responsive to working times, patterns and locations.
• Understanding of equality issues and commitment to achieving equality of opportunity in service delivery
• Ability to work unsupervised and on initiative with accuracy and attention to detail.
• We value personal growth and development. As a Customer Service Agent, you can adapt to new ways of working and pursue personal development opportunities.
• Ability to deal with more complex inquiries and be a productive team member in a resident-focused environment.
• Ability to deal with distressed, confused and aggressive public members sympathetically and discreetly.
• Ability to set and maintain high personal standards of performance and conduct.
• Oral, written, numeric, and literacy skills are required to communicate complex information and perform calculations.
• Ability to access, interpret and communicate complex information across various disciplines.
• In-depth knowledge of the services and a broad understanding of current issues.
• Ability to work under sustained pressure and deal with difficult situations
• Excellent working knowledge of the services' systems and awareness of current service development issues.

Essential Compliance Requirements

• Two Years of References.
• Enhanced CRB/DBS Within Last 12 Months
• A pre-engagement screening is mandatory for this role.

Diamond Blaque Group- A leading public sector provider, is acting as an employment agency for this vacancy.

We are deeply committed to fostering an environment of equal opportunity and diversity in the workplace and ensuring everyone is respected and included.