Customer Service Advisor Election Enquiries

JOB TITLE: Customer Services Advisor

LOCATION: Hybrid working - First 2 weeks training in office Ealing (W5 2HL)

PAY RATE: £18.04 paye / £23.70 umbrella (per hour)

START DATE: ASAP

DURATION/Hours: 6-week initial contract/ 35 hours a week (Mon-Fri, 9-5)

Role purpose:

• To provide an efficient and timely service to customers with service requests and direct them to their required services when necessary.
• To facilitate and promote the use of online services to Ealing residents.
• To provide an appropriate level of support to customers, that enables them to self-serve.
• To provide a comprehensive, high-quality, in-depth enquiry, information, and advice service for contacts where self-serve is not an available option, over the phone, via email or other social media.
• Provide a level of face-to-face service as and when the Council requires.

Key accountabilities:

• Offer comprehensive information and advice on a range of services supported by Customer Services and not accessible online (either face to face or on the phone). Service areas covered Environment, Planning, Pollution, Pest, Parks, Housing repairs, and Parking (call-backs) (the list is not exhaustive).
• To provide advice and information for council services and report and log service requests ensuring that the appropriate triaging has taken place.
• To use Council ICT systems to log all enquiry and contact details, provide and receive information, deliver advice, and ensure customers have equal access to appropriate services accurately and promptly.
• To take ownership of and efficiently manage customers to facilitate their own self-serve/online services and enquiries (either face to face or on the phone).
• To take ownership of and efficiently manage customers to facilitate their own self-serve/online services and enquiries (either face to face or on the phone).
• To report any discrepancies that become apparent during Customer Service delivery regarding information or system faults to the Team Leader.

Knowledge, skills & experience:

• Communicates effectively face to face using clear, plain English, to respond to written customer enquiries.
• Ability to maintain, update and interrogate computerised records, quickly and accurately.
• Minimum of one year's proven experience of a Customer Services environment
• Possesses a good working knowledge of a Customer Services environment.
• Proven ability to successfully resolve queries in a face-to-face environment or by telephone.
• Demonstrates excellent customer care skills by seeking to understand the needs of customers and building rapport.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy