Customer Service Officer - London, United Kingdom - Akton Recruitment

Akton Recruitment

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Lewisham - Hybrid

£17 Per Hour

I am recruiting for a local authority who is looking for someone to effectively support customers in using a number of Council services, predominantly through the promotion of online and other self-service methods.

To respond to customer contact within the Customer Service Centre, either by telephone, call-backs, online or through other channels which may be complex or of an urgent/ emergency nature including follow-up and liaison with other services as required to ensure timely and satisfactory resolution.

Provide administrative support to a number of Council functions such as Housing, Registrations, Enviro, Highways, Planning, etc.

Ensure a high quality service is provided to customers in line with corporate and local policies and procedures to achieve key performance indicators (KPI's) including Customer Satisfaction and First Contact Resolution.

Main Responsibilities

Responsible for supporting customers in accessing and using a number of Council services, predominantly through the promotion of online and other self-service methods.

To handle enquiries received through all channels that may be of a complex or emergency nature including follow-up and liaison with other departments as required to attain a satisfactory resolution.

Provide support by phone, either inbound or outbound or through call-backs to customers in accessing and using a number of Council services, promoting the use of online and other self-service methods and ensuring satisfactory resolution of enquiries and issues.

Provide support by social media, web chat and other channels customers in accessing and using a number of Council services, promoting the use of online and other self-service methods and ensuring satisfactory resolution of enquiries and issues.

To support customers by fully understanding the issues raised including relevant error messages and on screen information that can be provided to other departments (e.g. CRM Control and back offices) to ensure ongoing improvements to systems and processes.