Customer Services Adviser
|Job Title:||Customer Services Adviser|
|Salary:||£8.73 - £8.75 per hour|
|Contact Name:||Steve Slade|
|Job Published:||January 23, 2019 11:25|
Blue Arrow is Currently Recruiting an exciting role in customer services for one of our key clients, they have a 15 year strategic partnership with our local authority, Southampton City Council and deliver a range of outsourced services on behalf of the council including;
- Property Consultancy
- Print & Post-room
- HR & Payroll
- Revenues & Benefits
- Customer Services
- Learning & Development
- Occupational Health
- Health & Safety
They provide Customer Services to a number of other local and central government authority's from the Southampton Office.
We are looking for focused individuals to join our team based in Southampton. The successful candidate will join a thriving business unit and will be required to have the determination and focus to drive to make a real difference to the running of the team.
To answer enquiries by letter, e-mail, telephone or in person regarding Council services in a timely and efficient manner in compliance with company policy and procedure, whilst maintaining the highest levels of customer service.
- To deal confidently, promptly and courteously with the public, Councillors and colleagues. To provide excellent customer service such that the service presents a good image of the Council and inspires confidence in the provision of services.
- To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer need
- To provide clear and concise responses to all enquiries and to ensure all information given is correct and accurate in response to the customer enquiry.
- To ensure that records, computer systems and information are maintained in an effective and correct manner.
- To refer unresolved actions to the Team Leader or relevant body for completion.
- To log, resolve, analyse and respond to complaints.
- To promote prevention of fraud by completing internal checks and controls and to refer any highlighted issues to the investigation team.
- Liaise and consult with other technical, clerical or administrative staff within the authority and any other organisations or agencies as necessary, in the interest of providing co-ordinated services and formulating effective policies and procedures
- Provide support to other team members.
- To assist with training, mentoring, and testing the knowledge of new members of staff.
- To assist with the ongoing training of staff.
- To record statistical information as required.
- To contribute to a safe working environment for colleagues and staff, and to act in accordance with corporate policies and procedures.
- To actively promote the services provided by the Council and any new initiatives.
- To adhere to the Data Protection Act
- To escalate unresolved issues to the Team Leader in the first instance.
- To promote a positive image
- To remain focused on the business requirements
- To assist the team in achieving the Service Level requirements
- To take part in team briefings and training programmes
- To assist with customer surveys
- To provide cover for other teams as required
- Excellent listening skills
- Ability to communicate effectively
- Clear speaking voice
- The ability to work under pressure
- Good keyboard skills
- The ability to work under own initiative within a team based environment
- Self motivated
- Good interpersonal skills
- Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls
- Previous telephone experience within a Contact Centre or Customer Service environment is desirable.
- Have good communication skills and the ability to work in a busy environment as a member of a team.
- Willing to develop new skills beyond the core functions and have the ability to meet deadlines.
- The employee must pass a Criminal Records Bureau check.
If you think you have what it takes to become a Customer Service Adviser please click the apply button and one of our team will be in touch soon.
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