Customer Services Centre Officer
Customer Services Centre Officer
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Job Description
We are working closely alongside a Local Authority in Lewisham to assist with the appointment of a Customer Services Centre Officer on a 1Year contract highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.
Rate of Pay: 18.11 23.37 per hour
Responsibilities:
- Provide support through a variety of channels (including but not limited to phone either inbound outbound or callbacks face to face/ floorwalking email online social media web chat and other selfservice) to customers in accessing and using a number of Council services promoting the use of and supporting customers in accessing online and other selfservice methods and ensuring satisfactory resolution of enquiries and issues.
- To handle enquiries received through all channels that may be of a complex or emergency nature including followup and liaison with other departments as required to attain a satisfactory resolution.
- To support customers by fully understanding the issues raised including relevant error messages and onscreen information that can be provided to other departments (e.g. CRM/ IT & Digital teams and other services) to ensure ongoing improvements to systems and processes.
- Process requests enquiries and complaints for various services. liaising with back office staff subject matter experts and external parties as necessary for timely and satisfactory resolution.
- Be responsible for taking payments in accordance with the Councils financial procedures and regulations.
Qualifications:
- Educated to GSCE level (or equivalent) or have significant relevant work experience.
Experience:
- Experience of working in a high pressure/ demanding frontline customer facing service.
- Experience of dealing and resolving customer enquiries and complaints to their satisfactory conclusion.
- Experience of using relevant IT systems (e.g. CRM/ QMatic/ ACD/
Other relevant systems/ databases). - Experience of dealing with challenging customers.
- Experience of working within a Performance Management Culture achieving Performance & Quality targets.
- Experience of dealing with emergency situations (as received via telephone/ Switchboard) and invoking Emergency Planning/ Business Continuity Processes.
- Experience of effectively handling confidential and sensitive information.
Please note:
- You should be available to work immediately or at a short notice.
- You should have right to work in U.K
Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary though opening assignments can be and often are extended by clients on a longer term basis and can sometimes become permanent.
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. Incase the role requires an enhanced DBS your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
#RQ1488141
Employment Type
Full Time
