Contact Centre Advisor

Description

Our local government clients in Westminster, London, are recruiting a Contact Centre Advisor. To proactive and empathetic Contact Centre Advisor to join our dedicated team. This is a vital frontline role supporting residents, particularly those experiencing homelessness, through high-quality customer service and case management.

Responsibility

Handle customer queries via telephone and email with professionalism and empathy. Accurately record and manage cases using internal systems and spreadsheets. Proactively drive queries and workstreams forward, often through to resolution. Communicate clearly and effectively, ensuring every interaction is led with Understanding and care. Collaborate with internal teams and external partners to ensure seamless service delivery.

 Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Proven skills in working within a customer service environment
• Proven skills in problem-solving
• Proven skills of good communication (both written and verbal)
• Advanced – Microsoft Office (Word, Excel, Outlook), social media and accounting software.

Qualifications, Knowledge, and Experience Requirements - Criteria to be Evaluated at the Shortlisting Stage.

We're looking for someone who thrives in a fast-paced environment and is passionate about making a difference in people's lives. The ideal candidate will have:

• Mandatory experience in a contact centre or equivalent customer service role.
• Desirable experience working within or alongside homelessness services.
• Strong written and numerical skills.
• Proven ability to manage cases and maintain accurate records.
• Excellent telephone communication skills.
• A proactive and driven approach to customer service.

Essential Experience 

• Demonstrable experience of delivering excellent customer service
• Experience of working in a fast-paced and target-driven environment, and able to meet targets and deadlines whilst working under daily pressure. 
• Experience in dealing with difficult customers and maintaining a professional approach to resolving their concerns/meeting their needs.

Desirable Experience 

• Experience of working within a public sector environment 
• Experience of service delivery in a Contact Centre or customer-facing environment
• Customer-focused and able to communicate with stakeholders both internally and externally
• Well-developed questioning and listening skills and an ability to communicate with empathy and clarity, both by phone and across a range of digital platforms. 
• Good written and spoken English 
• Use appropriate communication skills, along with reinforcement techniques (to confirm Understanding) during non-facing customer interactions 
• Demonstrate patience and calmness when dealing with customer conflict and challenge
• Ability to quickly tune into customers' needs to show you understand the customer's point of view. 
• Confident using a range of digital platforms to resolve customer queries. 
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflects the organisation's brand 
• Good keyboard skills, accuracy and attention to detail 
• A passionate and enthusiastic team player with a positive and flexible approach.
• Able to acquire knowledge and grasp new concepts quickly and to deal appropriately with diverse enquiries of varying degrees of difficulty.

Essential Compliance Requirements

• 3 Years References, including current employment
• Willing to engage in the mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.