Customer Services Assistant
Nuneaton
£14 Per Hour Umbrella
Job Purpose
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.
Main Activities
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.