Customer Service Officer Libraries - London, United Kingdom - CATCH22 CHARITY

CATCH22 CHARITY
CATCH22 CHARITY
Verified Company
London, United Kingdom

4 days ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Purpose
To provide a professional, proactive, customer focussed service to the organisation and all customers, both internal and external. The role will be working in one of the following areas;

  • Libraries and face to face customer service including Registrars
  • Customer service including 24hour call handling and channel shift
  • Business Support covering support to a range of services across the organisation
  • Executive and Councilor Support and Weddings, Meetings and Events services
Quality assurance and system and service development


End Results/ Outcomes


To provide a high standard of service to all customers that is courteous, approachable and helpful; advising, supporting and resolving issues.

This will involve receiving and handling enquiries over multiple channel.

Relevant, accurate, understandable and timely information is provided at all times.


Resolve product or service problems by clarifying the customer's need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.


Knowledge, Skills and Experience

  • Experience of having worked in a fast paced, customer focused environment.
  • Ability to work with minimum supervision, using problem solving skills and initiative to provide a customer focused service.
  • Excellent levels of literacy and numeracy.
  • Ability to work flexibly, balancing competing priorities and meeting deadlines whilst understanding the needs, timescales and deadlines of others.
  • Ability to deal diplomatically and confidentially with a wider range of customers both internally and externally.
  • Ability to identify improvements to processes and systems (at a level appropriate to the role) and to share the recommendations with the wider team.
  • High level of professionalism, care and integrity, ensuring a positive image of the organisation is promoted at all times.
  • Strong time management skills.
  • High level of flexibility, a positive attitude and ability to adapt to changes.
  • Highly organised with the ability to multitask and be flexible to respond to service delivery requirements.
  • Clear communication skills.
  • Ability to build strong relationships.
  • Goaloriented focus with the customer in mind.
  • Willingness to learn new skills, processes and systems as appropriate to the role.

Job Types:
Full-time, Temp to perm

Contract length: 8 months


Salary:
From £14.00 per hour


Experience:


  • Administrative: 4 years (required)
  • Customer service: 4 years (required)
  • Libraries: 1 year (required)

Work Location:
In person


Reference ID:
RQ899516
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