Customer Service Advisor

JOB PURPOSE

To provide a high quality, customer-focused service to all customers contacting the Client both externally and internally and to ensure as many enquiries and service requests as possible are resolved at the first point of contact to maximise customer satisfaction.
To deal with all enquiries/requests, regardless of the method of submission in an efficient, effective, sensitive, and courteous manner, respecting the need for confidentiality.MAIN ACTIVITIES (Corporate)

To make full use of technology available to improve communications and services.
To carry out all work within the spirit and intention of equal opportunities and the Health & Safety at Work, Etc. Act 1974 and all other employment legislation
To foster a creative and open environment within the Unit where employees feel supported, involved and consulted.
To ensure the delivery of the service in accordance with the Client’s Statement of Purpose and Principles and Fundamental Service Review Programme under the Best Value regime.
To be proactive in identifying opportunities for improvements in service delivery
To undertake personal development commensurate with the duties and responsibilities of the job.
To take part in Business Continuity Planning exercises, and respond as required in the event of activation of the Business Continuity PlanMAIN ACTIVITIES (Service Related)

To participate in the duty rota
To provide a first point of contact for visitors to the Customer Service Centre
To resolve customer enquiries received electronically and by post
To assist visitors in using self service facilities such as internet terminals, within the Customer Service Centre
To be a competent user of the CRM and other systems and procedures utilised within the service to ensure that the highest possible standards of customer service and accuracy of information are maintained.
To take responsibility for obtaining all information necessary to deal effectively with all customer enquiries, only transferring the enquiry to others where this is appropriate.
Where necessary, to put the customer in contact with appropriate colleague(s)/service unit(s), ensuring required information is transferred effectively.
To ensure that customers receive general information leaflets/packs/ application forms and other general documents as required.
To update customers on the progress of their enquiries or service requests as appropriate.
To take cash and other payments, ensuring that the Client’s procedures for the handling of cash; the ordering of goods and services and receipt of payments are followed.
To maintain good working relationships with department specialists in relation to customer service whilst acting as an advocate for the customer.
To maintain a thorough and up to date working knowledge of the Client’s services.
To be aware of Data Protection and Freedom of Information legislation and, so far as is reasonably practicable, ensure compliance with the requirements of the Acts.
To attend and participate in team and unit meetings as required, supporting colleagues and sharing information appropriately.
To provide general administrative assistance to the unit as required
To assist in keeping the reception area and interview rooms maintained to an excellent standard and leaflet supplies are maintained and updated.
To keep such records as are required by the Client/Service Unit and to ensure that all data is inputted accurately.
To participate in the induction and training of new customer services agents.
To operate the Client’s switchboard and other telephony systems
To undertake such other duties of a similar nature and level of responsibility that may be identified as the services provided are developed and refined.

SPECIAL CONDITIONS

Front line dress will be provided and must be worn whilst at work.
The nature of the job will require a flexible approach to the hours worked within the overall time bands that the Customer Service/Contact Centres will be open, up to an average of 37 hours per week. This is anticipated to include Saturday mornings and weekday evenings.
Post holders may be required to work at any location within the Borough