Customer Service Agent

Job title - Customer Service Agent
Location - Islington, N1
Contract - Temporary ongoing
Hours - Full Time 35 hours
Start Date: ASAP

We are currently recruiting for a Customer Service Agent, you will be responsible for providing exceptional Customer Service to clients in one of the company's hub locations. This is a full-time, face-to-face role that requires excellent communication and problem-solving skills, the role will be to support residents to access services by signposting to self-serve for those that can, supporting residents with assisted self-serve, whilst embedding strengths based conversations to support remaining residents with complex needs who will require a more wrap-around support package

Duties would include:

• Signpost into the community and/or other company services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
• To partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.
• To work collaboratively with other services to embed prevention and early intervention into the company's approach to ensure those with more complex needs are provided with a wrap-around support package.
• To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy.
• To use the relevant technology systems to provide high-quality accurate advice.
• To comply at all times with the dress code and/or to wear the uniform provided.
• To maintain records and produce statistics where necessary.
• To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales.

Essential criteria and experience:

• Good experience of complex Customer Service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment.
• OR Good experience in the public sector working in front-line service delivery either face to face or over the telephone.
• Experience of working with a diverse community in a resident-focused environment.
• Experience of using IT & telephony systems and administrative procedures in a customer-focused organisation.
• Ability to work collaboratively amongst a range of company services and voluntary partners.
• Ability to partake in quality conversations using a Strength's-Based approach to explore residents' holistic needs.
• Ability to deal with simple and routine face to face, telephone and electronic enquiries in a tactful, courteous and efficient manner.
• Ability to communicate appropriately and effectively with clarity both orally and in writing.
• Able and willing to be flexible and responsive in relation to working times, patterns and locations.
• Understanding of equalities issues and commitment to achieving equality of opportunity in service delivery.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk