Job description
Rewards and Benefits on Offer;
Immediate start date.
Varied and interesting job role.
Great resources.
Great team culture.
Any support required is provided.
The Company you will be working for;
We are proudly representing our public sector client based in Sunderland. They are currently looking for a Customer Service Advisor to join their team. If you are interested and meet the person specification of the job role, please apply below.
The Job You’ll be Doing;
Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.
Communicate, verbally and in writing, specific knowledge of the business and partner services to resolve enquiries at the first point of contact.
Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.
Act as the ‘front door’ for colleagues and partners, including meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT
Provide support and assistance to local campaigns, events and programmes.
Escalate and refer any challenging or complex enquiries and/or complaints to Management
Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience
Make sure contacts and decisions are made in accordance with service standards
Influence others to adopt policies and courses of action when working with customers to resolve enquiries
About You;
Communicating -able to share and obtain verbal and written information and have dialogue with others either in person or over the telephone.
Listening and responding to customer needs, acting upon and processing service requests.
Ensure work is carried out in an organised and effective way, including any follow up actions, so customer enquiries are resolved fully at the first point of contact.
Responding to enquiries using telephone, web, email, face to face and any other communications channel that becomes available as technology and ways of working develop.
Working within set policies and procedures to make sure customers have a good experience by receiving excellent customer service.
Suggesting improvements to customer service, systems and procedures, to help us to continuously improve
Contributing to, developing and maintaining positive customer relationships, including managing challenging behaviour and hostility.
Managing your own workload and the expectations of the customer.
Logging comments, compliments and complaints in accordance with the company’s procedures.
Ensuring customer contact is in accordance with the Customer Charter and appropriate service standards.
Vigour – Works at a fast pace, copes well with higher levels of workload.