Customer Service Officer – Libraries

Salary: £14.96 per hour

Customer Service Officer for local authority client; To deliver a high standard of customer service across all channels professionally, maintain high levels of first point of contact resolution and customer satisfaction, and resolve their queries at the first time of asking:

Key Responsibilities

Operating as an agent within a multi-channel service model, including Telephony, Face-to-Face and Social Media to assist customers directly in a range of ways:

Qualification – Essential

* NVQ level Customer Service qualification or relevant experience or

* Experience of a similar customer-facing role

* Advanced –Microsoft Office, Word, Excel, Outlook, Social Media

Essential – Skills,

* Previous experience of working in a multi-functional customer-facing, contact centre or library environment within local government

* Previous experience in managing enquiries relating to local council services such as council tax, benefits, registry, libraries, planning, etc.

* Ability to deliver a positive customer experience, friendly, helpful, honest and respectful, professional and courteous

* Ability to manage enquiries and other customer queries by taking responsibility and ownership for effective resolutions or escalation where appropriate

* Ability to pay attention to detail by listening carefully and capturing communications accurately to respond to every aspect of issues raised

* Ability to recognise one’s limits and when to rely on colleagues and supervisors for support; whilst proactively offering spare capacity and assistance to team mates and managers

* Ability to work flexible hours, including some evenings and some Saturdays

* Ability to undertake all aspects of the job, including replenishment of stock, floor walking and counterwork

Essential Compliance Requirements

* Three Years of References

* Enhanced DBS required

* A pre-engagement screening is mandatory for this role

Benefits

Ref: DBR03971

Job Title: Customer Service Officer – Libraries

Salary: £14.96per hour PAYE – Inside IR35

Location: North London

Hours: 35.00 hours per week

Duration: 6 months

Diamond Blaque is an equal opportunities employer

Diamond Blaque is acting as an employment agency for this vacancy