Customer Service Advisor - London, United Kingdom - Adecco UK

Adecco UK
Adecco UK
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description




JOB TITLE:
Customer Service Advisor




LOCATION:
Ealing (Hybrid, after office training for first 4 weeks)




PAY RATE:
£16.82 per hour PAYE




START DATE:
ASAP

DURATION/Hours: 3-month initial contract/ 35 hours a week

Role Purpose:


  • To provide an efficient and timely service to customers with service requests and direct them to their required services when necessary
  • To facilitate and promote the use of online services to Ealing residents
  • To provide an appropriate level of support to customers, that enables them to selfserve.
  • Provide a level of facetoface service as and when the Council requires.

Key Accountabilities:


  • Offer comprehensive information and advice on a range of services supported by Customer Services and not accessible online (either face to face or on the phone). Service areas covered Environment, Planning, Pollution, Pest, Parks, Housing repairs, and Parking (callbacks) (the list is not exhaustive).
  • To provide advice and information for council services and report and log service requests ensuring that the appropriate triaging has taken place
  • To use Council ICT systems to log all enquiry and contact details, provide and receive information, deliver advice, and ensure customers have equal access to appropriate services accurately and promptly.
  • To provide information and guidance on Council policies, procedures and guidelines according to statute and best practice appropriate to each service area.
  • To take ownership of and efficiently manage customers to facilitate their own selfserve/online services and enquiries (either face to face or on the phone).
  • To engage with customers and establish the nature of the query and be aware of other services, which may be associated with an enquiry, and offer additional information and advice as relevant.
  • To assist customers with ongoing difficult and potentially confrontational issues, which require an increased level of understanding and sensitivity.
  • To keep up to date with selfserve and other systems developments, ICT system(s) and information relating to the Service(s) and the rest of the Council to ensure appropriate and timely information and advice is given to customer enquiries.
  • To report any discrepancies that become apparent during customer service delivery regarding information or system faults to the Team Leader.
  • To support and assist other team members and provide cover (either face to face or on the telephone) as and when required.

Knowledge and experience:


  • Able to maintain composure and deliver a professional service when customers become difficult, abusive, or distressed.
  • Demonstrates excellent customer care skills by seeking to understand the needs of customers and building rapport.
  • Ability to maintain, update and interrogate computerised records, quickly and accurately
  • Awareness of Equality & Diversity and Health and Safety legislation
  • Possesses a good working knowledge of a customer services environment.
  • Proven ability to successfully resolve queries in a facetoface environment or by telephone
  • Able to maintain composure and deliver a professional service when customers become difficult, abusive or distressed.
  • Knowledge of Netcall is desirable but not essential.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

To speak to a recruitment expert please contact Rebecca Evans
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