Contact Centre Advisor/CSA/Admin - Call Centre
Location
Camborne, Cornwall | United Kingdom
Job description
What's involved with this role:
Temporary Contact Centre Advisor/CSA/Admin – Call Centre
Reference no: Cornwall 5245929
Pay rate: £10.90 per hour PAYE
Hours per week: 37 Monday to Friday, 09:00 – 18:00
This opening assignment is for 2-3 months
City: CAMBORNE, Cornwall
A Contact Centre Advisor is required to provide proactive and comprehensive guidance, information and resolution to both internal and external customers which will involve interpreting the customer’s need, initiating appropriate service delivery and ensuring effective resolution of their requests for the Council. To positively contribute as a member of the Customer Services Team to achieving the highest standards of Customer Care ensuring the delivery of quality information, advice and promoting customer service excellence.
Key responsibilities:
Deal with receipts of payments (for cash, cheques and card payments) and preparation of associated paperwork in an efficient and effective manner.
Deal with customer’s complaints in accordance with the Council’s Corporate Complaints process, advise customers of the applicable procedures, proactively resolving complaints wherever possible and recording them as advised and escalate to Service Recovery team if required.
Contact customers to monitor satisfaction and quality control checks.
Resolve customer enquiries by telephone, electronically, post or face to face (including assisting with the filling in of the appropriate forms).
Receive requests, assess and establish the reason for the request, together with its urgency, and take prompt, appropriate action in accordance with procedures and instructions for all services.
NB: Please feel free to apply to us direct via
[email protected] by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Qualifications:
GCSE Level English and Mathematics (at Grade C or above) or equivalent.
Working towards (or willing to) NVQ 3 Customer Care and ECDL qualification or equivalent.
Experience:
Experience of working in a customer focused environment.
Experienced in dealing with and defusing conflict.
Proven experience of working within team providing an excellent standard of customer service.
Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.
Skills & Abilities:
Ability to apply creative thinking to find solutions to problems, including complex situations.
An effective communicator.
Good listening skills.
Ability to prioritise and work to deadlines.
Good keyboard skills.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
***Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
SC
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Job Ref: Cornwall 5245929
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.
Job tags
Salary
£10.9 per hour
