Repairs Operations Customer Service Advisor

Repairs Operations Customer Service Advisor

• £17.54 per hour PAYE
• Monday to Friday
• 36 hours per week
• Location: Beckton - Fully on site

Overview of the role:

To take telephone calls from residents in the local council and from members of the public. Assisting with enquiries and raising job requests and well as liaising with different departments within the council.

To support the Council's vision and resilience agenda by providing a wide range of best in class front line services within Customer Services. The provision of an efficient and effective front-line service based on customer and service needs across a number of council related service areas. To support the ethos of 'right first time' within Customer Services. To support the overall delivery of excellent customer care by working in conjunction with the Customer Services team to provide high quality service during operational hours.

• The post holder reports to the Customer Services Team Leader
• The post holder will be expected to work across all service points within Customer Services and delivery services through a variety of channels including telephony, face to face and online.
• The post holder will work flexibly and work as an effective team member.
• The post holder will be required to work some evenings, weekends and occasional public holidays in order to meet service requirements and in order to ensure appropriate representation of the Council with residents, the Mayor and elected members, and external bodies.
• To maintain a high-level understanding of end-to-end customer interactions and to ensure appropriate levels of understanding throughout the designated service.
• To handle difficult or sensitive enquiries effectively using the appropriate body language, listening skills and rapport building.
• To understand what matters to customers, and to ensure appropriate levels of understanding throughout the staff delivering services.
• To take card payments to pay for a council service when required following the correct security protocols.
• To demonstrate alignment with the Council's vision, aims and values.
• To use effective communications, liaison and working relationships across the locality team.
• To use all available information technology applications and other systems to provide information, advice and support for customers.

EXPERIENCE:

1. Experience of taking card payments and following payment procedures.
2. Experience of working within a customer-focused front-line service, in the public, private or voluntary sector.
3. Experience of operating, updating and retrieving data from IT systems.

Please apply now if you have the previous skill set and experience.

Thank you,

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