Customer Services Advisor - Macclesfield, United Kingdom - Novax Recruitment

Novax Recruitment

Verified Company

Macclesfield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Services Advisor
Macclesfield
Full-time temporary contract
£10 per hour

JOB PURPOSE

To resolve a broad range of customer enquiries received face to face and via the telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.

PRINCIPAL RESPONSIBILITIES

Receive all customer enquiries and service requests received face to face and via the telephone to resolve as many requests at first point of contact as possible.
Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests.
Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities.
Manage customer complaints, compliments and suggestions in accordance with the Council's procedures.
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 self service or direct debit payments.
Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.

Requirements:

NVQ Level 3 Customer Services or equivalent
GCSEs grades A-C, or equivalent, in Maths and English
Experience of working in a local authority call centre or customer centre environment
Handling abusive or emotive customers
Experience of dealing with customer complaints
Experience of dealing with challenging customers
Experience of dealing with customer enquiries to their conclusion
Call handling standards
Detailed knowledge of a broad range of Council services
Ability to acquire a good knowledge of customer services technology
Ability to acquire a good knowledge and understanding of the processes required to administer services
Excellent customer service skills
Computer, telephones and standard office equipment
Excellent literacy and numeracy