Senior Customer Services Advisor - Macclesfield, United Kingdom - Novax Recruitment

Tom O´Connor

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Tom O´Connor

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Description
Senior Customer Services Advisor
Macclesfield
Hybrid
Full-time temporary contract
£11.70 per hour

JOB PURPOSE

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.


PRINCIPAL 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 day to day 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 self service or direct debit payments.

Requirements:


  • NVQ level 3, or equivalent, in a relevant field (or working towards where supplemented by extended relevant work experience)
  • Experience working in a local authority call centre or customer centre environment.
  • Handling abusive or emotive customers
  • Experience of resolving escalated customer enquiries
  • Developing process flows
  • 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
  • HR policies and procedures
  • Regulatory Standards and relevant legislation
  • Council wide organisational structures
  • Call handling standards
  • Experience of using Contact Centre telephony systems
  • Excellent Customer Service Skills
  • Computer, telephones and standard office equipment
  • Excellent numeracy and literacy
  • Proven coaching and mentoring skills

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