Senior Customer Services Advisor - Cheshire, United Kingdom - Akton Recruitment
Description
Senior Customer Services Advisor:
£13 per hour
Akton recruitment are working with a local authority to recruit a Senior Customer Services Advisor on a 3-month contract.
Your role would be to provide day-to-day support and coaching to Customer Service Advisors in relation to the delivery of customer service and call quality standards which support the delivery of a high commitment, high performance environment.
This role operates on a hybrid working arrangement.Main responsibilities:
- Act as coach and mentor to Customer Service Advisors to provide support, guidance and knowledge to maintain excellent customer service standards throughout the team.
- Take responsibility for resolving escalated queries from facetoface and telephone customers, colleagues, internal departments and partners ensuring adherence to quality standards.
- Become a process expert ensuring appropriate IT systems are updated and Customer Service Advisors are provided with uptodate information and procedural changes to ensure effective customer service delivery.
- Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.
- Maintain awareness of appropriate regulatory and legal standards to ensure compliance through daytoday activities.
- Carry out Team Leader duties during absences in order to provide supervisory support to Customer Service Advisors at all times.
- Manage customer complaints, compliments and suggestions in accordance with the Council's procedures.
- Actively contribute ideas that create efficiencies or improvements in customer facing and other processes.
- Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging selfservice or direct debit payment.
Knowledge and Experience:
- Experience working in a local authority call centre or customer centre environment (Essential)
- Handling abusive or emotive customers (Essential)
- Experience of resolving escalated customer enquiries (Essential)
- Developing process flows (Desirable)
- Detailed knowledge of a broad range of council services, e.g Registration services, School Admissions, Benefit entitlements and Council Tax Recovery procedures that could result in court summons (Essential)
- HR policies and procedures (Desirable)
- Regulatory Standards and relevant legislation (Desirable)
- Council wide organisational structures (Desirable)
- Call handling standards (Essential)
- Experience of using Contact Centre telephony systems (Essential)
Skills and Qualifications:
- Excellent Customer Service Skills (Essential)
- Computer, telephones and standard office equipment (Essential)
- Excellent numeracy and literacy (Essential)
- Proven coaching and mentoring skills (Essential)
- NVQ level 3, or equivalent, in a relevant field (or working towards where supplemented by extended relevant work experience (Essential)
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