*MUST DRIVE* Customer Service Officer - Revs and Bens
Location
Ilford, Somerset | United Kingdom
Job description
Customer Service Officer - To carry out visits to our tenants
- Monday to Friday
- 9am-5pm - 35 hours per week
- £16.00 per hour
- Must hold a UK driving licence
- To start immediately upon successful interview
- Ilford based
- Temporary assignment - 3 months with the view of extension
This role delivers a high-quality front line service offer and champion the customer to drive a customer centric culture that puts customers at the heart of everything the Council does. Working in a multi-skilled and multi-disciplined team the main areas of responsibility include
- To be a point of contact for members of the public and deliver a high-quality customer advisory service to both internal and external customers, ensuring the customer experience is a positive one
- To be familiar with the Council's services, to respond to enquiries relating to numerous services and work with them to highlight and deliver improvements in customer journeys and experience
- To have the ability to work across a range of customer service channels; including face to face, telephone, email, online, social media, webchat and letter.
- Have the ability to stay calm under pressure and deal with conflicting demands in sometimes stressful situations
- To have an understanding of Council Tax processes to be able to deal with common enquiries
- Detailed working knowledge of IT systems required to deliver services
- To be accurate and have attention to detail to process payments for the Council and set up payment plans
- To be the 'Voice of the Customer', set exemplary standards and work with services to improve standards and reduce unnecessary demand
- To receive and check official documentation
- To understand the needs of customers and have the ability to identify services customers may be interested in to upsell commercial arms of the business and encourage participation in consultations
- Deal tactfully with complaints and work with colleagues to resolve and respond appropriately
- To be proactive and keen to develop customer service skills
- Day to day work prioritisation
- Providing information on likelihood of benefit entitlement and benefit assessment outcomes
- Contribute to the ongoing improvement of service design for systems, process and procedures.
- If situation would be better resolved by appointment
- Take appropriate action to resolve any major customer issues.
- Support other members of the team with guidance and support to resolve difficult, contentious, challenging and escalated situations with customers.
- To make appropriate referrals of cases to senior officers and /or specialist section officer(s)
- Ability to deal with vulnerable residents and residents that may be potentially aggressive, abusive or violent.
- Attendance at meetings and promotional events as required.
- Flexible approach to work and able to vary approach to accommodate changing demands and priorities
Ensuring that all customers are dealt with at all times in accordance with high customer service standards and values.
Carry out administrative duties including the provision of performance data.
Utilise appropriate IT systems and processes to manage and record customer service transactions and ensure appropriate performance information is collected.
Be aware and remain up-to-date with regulations and procedures of the Service provided
Use appropriate tools and information to signpost customers to those services not directly supported by the customer centre or those provided by respective partners
Participate and assist with promotional campaigns and surveys
Deal with enquiries that have been escalated due to service failure or complexity and ensure these are progressed through to resolution.
Identify the nature of a customer enquiry and direct them as appropriate to provide a resolution, which may also include making referrals to other Council services.
- Handling of general requests for information, which may include enquiries relating to Council services and signposting to partner organisations
- Making appointments for Customers
- Deal with enquiries from customers as to the progress of a particular ongoing service request. Clarifying previous information provided, and/or hand-off to an appropriate section/team, individual or resource equipped to progress the service request and/or provide a resolution
- To take receipt of customer complaints and ensure they are passed to the complaints manager for resolution
Maintain a working knowledge of the systems and technology available
Experience Required:
- Experience of working with service users face to face, in writing, over the telephone and over digital channels.
- Experience of using IT systems to accurately enter, update and extract data.
- Experience of working as part of a team and having a flexible approach
Please apply now for consideration.
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