Customer Services Assistant

One of our local authority clients are currently recruiting for a Customer Services Assistant. This is a temporary contract for 3 months with possible further extension based on budget and performance.

Main Purpose of Post/Job Summary

To assist in the provision of a high quality, customer-focused service to all customers contacting the Council both externally and internally and to ensure as many enquiries and service requests as possible are resolved at the first point of contact to maximise customer satisfaction. To assist in dealing with all enquiries/requests, regardless of the method of submission in an efficient, effective, sensitive, and courteous manner, respecting the need for confidentiality.

Duties and Responsibilities

• To provide a first point of contact for visitors to the Customer Service Centre.
• To resolve customer enquiries received electronically and by post.
• To assist visitors in using self service facilities such as internet terminals, within the Customer Service Centre.
• To be a competent user of the CRM and other systems and procedures utilised within the service to ensure that the highest possible standards of customer service and accuracy of information are maintained.
• To take responsibility for obtaining all information necessary to deal effectively with all customer enquiries, only transferring the enquiry to others where this is appropriate.
• Where necessary, to put the customer in contact with appropriate colleague(s)/service unit(s), ensuring required information is transferred effectively.
• To ensure that customers receive general information leaflets/packs/application forms and other general documents as required.
• To update customers on the progress of their enquiries or service requests as appropriate.
• To take cash and other payments, ensuring that the Council’s procedures for the handling of cash; the ordering of goods and services and receipt of payments are followed.
• To maintain good working relationships with department specialists in relation to customer service whilst acting as an advocate for the customer.

The above is a brief overview of the role, details and specification will be provided should you be successful. If interested in this position, please send your CV to Jahker Miah at Coyle Personnel Ltd.