Customer Service Centre Advisor/Admin x 2 - Housing
Location
Kensington, Greater London | United Kingdom
Job description
What's involved with this role:
Temporary Customer Service Centre Advisor/Admin x 2 – Housing
Job Ref: K&C 5245467
Pay Rate: £16.90 per hour PAYE
Hours per week: 36 Monday – Friday, normal working hours
Role Length: This opening assignment is for 2-3 months
City: Kensington, London
The purpose of the role is to provide a welcoming courteous and helpful service to customers visiting the Customer Service Centre (CSC); confidentially dealing with complex queries primarily related to Council Tax, Housing Benefit, Housing Needs, Parking and Planning.
Key Responsibilities:
Answering queries from residents and other customer groups, proving a high quality and accurate service, meeting agreed performance standards. To be fully conversant with all legislative or statutory provisions and the Council’s key policies, processes and procedures across a range of services and able to explain these to customers in plain English and without technical jargon.
Act in a meet and greet role covering self service area and main reception as required. Signposting customers to relevant services or self service area (where applicable).
Provide coaching and guidance to customers using online services.
Verify documents in accordance with agreed procedures.
Responding positively to enquiries made by customers, dealing with difficult or sensitive enquiries and complaints in a tactful and diplomatic manner.
Give unwelcome information in a balanced way, explaining why it’s not possible to fulfil the customer’s request or expectation. Help the customers to consider alternative course of action where appropriate.
Be vigilant and aware of what is happening in the CSC and liaise closely with the security presence when necessary.
Enabling customers to access services using a variety of communication methods e.g. British Sign Language video link and language interpreters
Be knowledgeable of both internal and external support the Local Authority has to offer (such as Social Services and Citizens Advice Bureau).
Work within the Council’s financial regulations and audit requirements when taking payments.
Comply with the Councils Health and Safety Policy.
Participate in local service development, keeping abreast of changes and developments in services.
Working with manual computerised systems, the post holder will at all times, need to be fully aware of responsibilities under the Data Protection Act 2018 for the security, accuracy and relevance of personal data held on such systems.
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:
GCSEs A-C grades or equivalent.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Experience of working in a busy and complex customer focussed environment where interpersonal communications and query resolution has been key.
Ability to embrace new challenges and adapt to change.
Ability to present and record information in a clear and structured way.
Flexibility around working hours to ensure continuity of service.
Ability to work under minimum supervision and resolve issues with customers in a calm and professional manner while ensuring that Council policy and statutory processes are adhered to.
Experience of using one or more of the following systems, CIVICA Revenues and Benefits, Capita Open Housing (IBS), SI-DEM Conduent Parking system.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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Job Ref: K&C 5245467
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
£16.9 per hour
