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Advantage Technical Resourcing  

Customer Service Advisor

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DIRECTORATE: Customer Services
JOB TITLE: Customer Contact Agent
LOCATION: Huntingdon
HOURS: 2 x part time vacancies. 1 x 4 month contract 28 hours.
1 x 8 month contract 27 hours.

PURPOSE OF POST
To act as first point of contact for customer access to public services offered through the Contact Centre, fulfil routine and complex requests, respond to enquiries, perform routine and complex transactions and customer care activities.

KEY AREAS OF RESPONSIBILITY AND KEY REQUIREMENTS

Commission and ensure provision of services for customers via telecommunications.
Identify needs and solve problems for customers, managing challenging behaviour and hostility.
Research and supply information.
Take steps to ensure that customer rights are safeguarded, including risk assessment and consulting others.
Develop and maintain positive and supportive relationships with customers.
Respond to routine and more complex queries across a broad range of services, which may involve the application of law and policy, demonstrating due attention to customer care and a professional approach at all times.
Contribute to improvements in call and contact handling activities, systems and content.
Contribute to the handling of incidents and resources.
Manage all contacts in terms of time spent on resolution, customer expectations and fulfilment.
Maintain procedures and codes of working practice that promote and enhance a comprehensive quality approach to service delivery.
Log comments, compliments and complaints in accordance with procedure.

Person Specification
Applicants should be able to demonstrate their ability to meet the following requirements:

QUALIFICATIONS
Essential
GCSE English.

Desirable
GCSE Maths.

EXPERIENCE

Essential
1 years’ experience in a customer facing role, preferably gained in an advice giving/guidance environment.
1 years’ experience in a role using ICT to input and/or retrieve information.

Desirable
Experience of public sector, preferably local authority environment.
Experience in a call or contact centre.

SKILLS AND ATTRIBUTES
Essential
Good verbal communication skills, attention to detail and initiative.
Self-motivation, positive attitude, integrity, tolerance & confidence.
An understanding of diversity and culture and how this impacts working and customer relationships, working knowledge of anti-discriminatory practice.
Flexibility to adapt to changing work requirements.
Familiarity with use of internet and word processing software.
Active listening skills, empathy and ability to interact with others in a tactful, sensitive and appropriate manner.

Desirable
An understanding of Data Protection principles.

Advantage Resourcing is a service driven recruitment consultancy.

Job reference:
PSC-15248036/001
Huntingdon
Competitive
Part-time
Temporary or Contract
Immediate start
8 Monthd
 
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Contact Details

Advantage Resourcing
Advantage Technical Resourcing
 
Telephone Number (0) 1256 365 776

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