Customer Services Officer - Crook, United Kingdom - The Jeya Group Ltd

The Jeya Group Ltd

Verified Company

Crook, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are looking for a Customer Service Officer to join our team.

The following are the duties and responsibilities:

To provide accurate information on all Council and partner services on both routine and complex issues.
To deal with specialist services for example council tax billing on a first point of contact basis, providing advice and guidance
To deal effectively with customers service requests, answering queries, giving advice covering the full range of Council and partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable).
To support the capture of corporate complaints, comments, compliments and suggestions from customers using the Council's Customer Relationship Management system and following the relevant adopted policies and procedures.
Maintain an up to date and comprehensive knowledge of a range of services provided by Durham County Council to ensure that customers and clients are supplied with relevant information in an efficient and effective manner.
Represent the customers' best interests in seeking expert or specialist advice from services inside or outside the Council.
Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion.
Maintain uptodate records and knowledge required to provide the effective processing of requests and enquiries.
Assist customers in locating Council information stored in computerised and manual formats including the processing of payments as required.
Interpret and accurately record all information provided by customers in accordance with complex benefits legislative requirements, carefully checking customer claim forms and requesting supporting evidence where appropriate.
Encourage and assist customers to locate and use Council information and service delivery systems e.g. Council website and Customer Self Service
Participate in corporate working, in particular in order to achieve the corporate objectives and personal development aims.
Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments. Proactively cooperates with others to achieve targets set for group, participates in teamwork and supports team decisions.
Patience and empathy
The duties and place of work may change as the service provision changes to the meet the needs of the customer.
4 GCSE's (A-C) or equivalent
Experience of dealing with the public on the telephone or face to face.
Ability to work with mínimal supervision and prioritize workload within areas of responsibility and authorization
Ability to contribute to the development of the team
Ability to communicate effectively both on the telephone and face to face
ICT skills

Be expected to work outside normal hours on an organized basis to ensure the availability of the service between 8.30am and 5.00pm Monday to Friday, and also from time to time as the demands of the post and emergencies dictate.

Salary:
£10.98 per hour