Customer Services Advisor

We are currently looking to appoint a Customer Service Advisor within Adults Social Care, to deliver and maintain a caring, empathetic, efficient and welcoming customer service, responding to individual customer needs. You will champion the customer, and proactively suggest ways to improve the customer experience.
What will be expected from me?
You will have knowledge of:
Sound understanding of good customer service practices.
Highly developed keyboard skills and an understanding of Microsoft Office packages.
Experience of dealing with customer enquiries from a variety of access channels including the telephone, email and other channels.
Excellent listening, verbal, written communication and interpersonal skills with the ability to adapt the style to suit the audience.
Daily tasks/duties and responsibilities
Take responsibility for handling customer enquiries received via telephone, email and e-forms. Responding promptly and flexibly to customers, taking practical actions to help. Use established and documented procedures, referring exceptions to the Support Services Co-ordinator or other manager for resolution.
Create and update electronic customer records using the Council’s core systems, recording personal information in line with General Data Protection Regulations.
Be responsible for high levels of communication with colleagues and managers to ensure the dissemination of information of relevant issues affecting the team and services.
Essential requirements:
GCSE’s in Maths and English or equivalent or Substantial experience of delivering customer service.
Proven successful experience of working in a fast paced customer-facing environment.
Competent in using desktop software including Microsoft word and excel.
Using computer databases to record and view customer information and transactions accurately.
Working under pressure to tight deadlines.
Proficient in organising and prioritising tasks.
Experience of identifying urgent or emergency situations in a customer service environment and responding with the appropriate level of escalation.
What can I expect?
We offer a 7 am – 7 pm rota, Monday to Friday which is given in advance.
Full induction and training support.
Opportunity for homeworking, however office based in a Customer Services environment.
We are committed to supporting the wellbeing of our staff. We recognise that resilient teams need good work life balance as well as supportive leadership.
Access to Wellbeing Coaching if required, Support for Carers, a Sense of Belonging.
Discounted and subsidised public transport (Arriva Bus Annual Travel Ticket, Northern Trains Limited (NTL), MetroCard).
Local Government Pension Scheme (LGPS).
Great range of benefits including discounted membership to our excellent leisure facilities with free 12 weeks exercise program, discounts for a range of retail, entertainment, health and leisure providers, cycle to work scheme, eligibility to apply for a Blue Light Card and many more.
Want to know more?
Please ensure you read all guidance available on the Council’s website about how to complete your application form, remembering you must meet all essential criteria to be shortlisted.
For further information please contact Tracy Hare on 07880 786064 or Lisa Griffiths on 0771 8802 176.