Customer Service Advisor

Customer Service Advisor needed in Lincoln, £11.44ph PAYE - Reference: 5249879

• Provide an exceptional Customer Service experience to all customers that contact the Customer Service Centre via Telephone.
• Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns to resolve or move the contact to Tier 2, whilst recording accurately on the appropriate IT systems
• Using your social care knowledge and judgement ensure all contacts are dealt with in accordance with relevant legislation, policies, and procedures (e.g., the care act / signs of safety framework and safeguarding) and keep up to date with legislation changes as required.
• Process contacts and/or signpost customers; utilising all available knowledge via service specific IT systems and service scripting as detailed on the CRM system.
• Identify and prioritise urgent contacts and respond appropriately without delay following the correct process for the Service.
• Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses.
• Recognizes gaps in the knowledge base and reports them to a Team Leader/ Customer Service Officer.
• Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement.
• The accountabilities contained within this Success Profile are not exhaustive and include any other reasonable duties which arise from the nature of the role within the service or in a comparable post in any of the Company's other services.

This is a full time role on a temporary basis.

If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to  quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.

Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.

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