Customer Contact Advisor

Company: CV-Library
Job type: Temporary
Salary:
13 - 14 GBP/Hour

Purpose and Objectives of Post:

-Deal with all enquiries providing a high quality, efficient and courteous service over the telephone, face to face or digitally; resolving queries at first point of contact in accordance with Government Legislation and council policies and procedures.

-De-escalate potential complaints, using your own initiative whilst working to standards.

-Promote the council's web site, self-account and online forms.

-Provide excellent service in accordance with the Council's Corporate Customer Care Charter whilst meeting service performance targets.

-Resolve enquiries from the public/representatives by telephone, email, digital/social media or face to face, delivering a comprehensive service to customers relating to a range of enquiries for your specialist skills.

-Answer calls promptly and demonstrate a good telephone manner presenting a professional image of the council.

-Adhere to the contact centre standards and ensure data protection checks are carried out, following opening/closing scripts and offer additional services.

-Maintain a minimum of the team average call and after call time detailed in the standards.

-Demonstrate your knowledge to answer calls without assistance from a manager 85% of the time, and understand when to call for help refraining ringing back office services.

-Have the skills and knowledge to deal with vulnerable customers including those in debt, homeless, mental health illnesses, dementia, and those who have suffered a bereavement; providing support and empathy, deciding the relevant course of action for their well-being whilst exercising initiative and recording accurate information.

-Refer customers to relevant support partners as necessary including support fund and external charities or agencies to help support them and improve their health and well-being.

-Have a multi-skilled flexible approach towards the changing work patterns and diverse needs of the services, providing cover for alternative services and reception.

-Maintain a professional approach using tact, sensitivity and courtesy at all times, even in situations where confrontation arises.

-Have a comprehensive knowledge of numerous IT systems used within the contact centre. Navigate, interrogate, update and maintain these systems to ensure enquiries are resolved efficiently with accurate information.

-Process card payments in line with the councils' web-staff policy and set up and promote direct debit and re-occurring card payments.

-Deal with queries and escalations to a high standard and use initiative to prevent queries escalating to complaints.

-The ability to take ownership and generate solutions to problems at first contact reducing the need for repeat contacts from customers.

-The ability work well under pressure and deal with distressed, irate and aggressive members of the public in a responsive, sympathetic and tactful manner.

-Have an understanding of council services.

-Have an understanding of the importance of maintaining confidentiality.

-The ability to multi task and flexibility to adapt to fast changing work environments.

-Have the ability to converse at ease with customers and provide advice in accurate spoken English for an extended period of time where necessary.

Essential:

-Proven experience of maintaining high personal standards of performance, working in a contact centre target driven environment whilst adhering to the customer care charter.

-Experience of dealing with specialist services adhering to legislation and policies and the ability to develop your knowledge of specialist service areas.

-Experience in developing productive working relationships with colleagues and team members and contributing to team objectives.

-Experience of working in a busy front-line contact centre for the public in a customer service related environment.

-Experience of active listening and negotiation skills in a debt collection environment.

-Experience in using multiple computer systems quickly and effectively ensuring accuracy and attention to detail.

-Experience in using active listening and effective questioning skills and efficient decision making skills to successfully de-escalate potential complaints.

-Experience of working to standards and using your own initiative.

-Experience and ability to follow complex processes/policies & business rules to answer customer enquiries.

You will need:

References from last 2 years
Updated CV

If you are interested and can provide the above details, please apply today or give us a call on (phone number removed)!

Shortlisted candidates will be contacted for an interview.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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