Customer Service Advisor/ Admin - Customer Access

Temporary Customer Service Advisor/ Admin - Customer Access

Reference no: Stoke on Trent 5246006

Pay Rate: £11.50 per hour PAYE

Hours per week: 37 Monday to Friday, normal working hours

This opening assignment is for 2 months

City: STOKE ON TRENT

Provide an efficient and effective telephone and face to face service specified for the Corporate Contact Centre and one-stop shop service. Provide an efficient, effective, empathetic and responsive service to the public and a commitment to customer care and service.

Key Responsibilities

• Responsible for answering specific and general enquiries and giving advice to members of the public, other departments and outside agencies who contact the council on a basis of resolution at the first point of contact where appropriate or the detailed transfer of unresolved enquiries.
• Responsible for taking payments via all channels, including responsibility for daily balancing, making repayment arrangements, handling cash/cheque payments where appropriate, in compliance with all audit requirements
• Operate all relevant computer and support systems (e.g. Customer Relationship Management system, Advanced Telephony Technology and alarms) in order to support and process the customer enquiry.
• Operate all relevant equipment in order to support and process the customer enquiry.
• Operate all relevant manual systems/processes in order to support and process the customer enquiry.
• Support face to face and electronic channel enquiries i.e. Internet, text messaging where appropriate.
• Collate information, provide statistical data and extracted reports on all services provided from both computer and manual sources.
• Actively contribute and seek to continuously improve the service by ensuring that all computer data, administrative systems, procedure manuals are maintained and kept fully up to date.
• Report faults on computer systems and connected equipment to the appropriate company or internal Council department.
• Be prepared to work flexibly in providing cover for additional shifts to ensure that adequate staffing is provided for the core hours of the nominated service.

NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

**Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.

Experience:

• Relevant experience in a Customer Services/call centre/office environment or dealing with customers, commitment to quality customer care.
• Experience of computer software applications e.g. word processing & spread sheets, Customer Relationship Management & Advanced Telephony Technology

Skills & Abilities:

• Good communication skills.
• General clerical skills
• Good listening skills and attention to detail
• Strong interpersonal skills and ability to deal with complex and diverse customer enquiries.
• Must have good language and mathematical skills
• Ability to remain calm in stressful situations.
• Able to present a patient and empathetic approach to customers.

ALD