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Advantage Technical Resourcing  

Customer Contact Advisor

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  • *Customer Contact Advisor **- 3 month contract – up to £12.42ph – Public Sector– Cambridge**

Our client is a leading defence organisation based in Cambourne who are looking for Customer Contact Advisor to join there busy team

Key Responsibilities:

Resolve queries and advise customers on a wide range of services via multiple channels including: face-to-face at Reception, telephone, text message, email, web-chat and social media. You will follow up the commitments you make to the customer and act upon them in a timely manner and in line with their expectations.
You will be part of a shift rota to include the undertaking of duties provided to our South Cambridgeshire residents at our front of house Reception on average approximately one day in every month.
To represent and champion the Customer Contact Service throughout the Client
To build relationships with customers inspiring their trust in both you and the Client
Maintain up to date knowledge and understanding of Council services and systems used within the Customer Contact Service.
To proactively seek out and resolve potential issues before they arise, escalating more complex issues as appropriate.
To recommend service improvement opportunities both within the Customer Contact Service and the wider client.
Where appropriate, promote and encourage lower cost contact channels including self-service, web chat and email.
Using the Client customer relationship management system, maintain and update
customer records ensuring accurate and relevant information is captured.
Process customer payments and facilitate the setting up of direct debits.
Undertake administration tasks as required including the production of correspondence and documentation.
Apply appropriate and effective communication techniques when dealing with customer contacts including diffusing conflict and managing sensitive situations.
The recording of customer feedback including compliments, comments and complaints.
The recording of freedom of information requests.
Maintain a commitment to the Council’s Values.

Experience required for this role:

You aspire to be the best you can be and have an appetite for your own learning and development.
Experience of working within a team, preferably in a customer focused environment.
Practical knowledge and experience of using Microsoft Office packages
You are passionate about people and committed to going the extra mile for every person you meet.
You are a positive person who enjoys working in a fast paced and dynamic environment.
You are assertive and confident and use your initiative to solve problems.
Ability to adapt your style to meet the needs of the individual, particularly for sensitive situations and aggrieved people.
Ability to actively listen and use appropriate questioning skills to elicit required information.
Ability to deal with customers holistically,
You are highly organised yet flexible to meet unforeseen demands.

All candidates for this role will be subject to standard checks should you be selected for interview

To apply for this role please send through your CV for consideration and we will be in touch should your experience match our criteria. Unfortunately due to high volume we will only be able to contact those who have been shortlisted. Ref.822535

Advantage Resourcing is a service driven recruitment consultancy.

Job reference:
Temporary or Contract
Immediate start
3 Months
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Contact Details

Advantage Resourcing
Advantage Technical Resourcing
Telephone Number (0)161 286 4981

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