Out of Hours Customer Service Advisor - Rochdale, United Kingdom - Careers with Agilisys
1 week ago
Description
Out of Hours Customer Services Officer
This can range from signposting customers to external agencies to pro-actively finding resolutions for residents within any of the Boroughs we support.
You will be working as part of an Out of Hours team and therefore will need to take a flexible approach to your working hours.
- Monday
- Sunday from 5pm 1am
Experience:
- A good understanding of either Social Care services or the social housing sector is desirable but not essential
- A background in handling calls for either emergency repairs or social care would be an advantage
- Experience in handling Emergency calls and triage is also desirable but not essential
- Office administration experience
- Experience dealing with vulnerable/distressed callers in emergency situations.
- Excellence in maintaining a high standard of customer service professionalism under tense scenarios by callers who may be in the situation for the first time.
Skills and Abilities
- Literacy and numeracy skills.
- Computer literacy ability to use multiple remote desktops and platforms.
- Interpersonal, organisational, and administrative skills.
- Ability to organise and prioritise workload to achieve deadlines in a fastpaced environment.
- Ability to investigate complex queries within set guidelines and follow set process led procedures.
- Ability and willingness to take a proactive approach to work and training needs.
- Ability to monitor own workload and process accurate information until completion.
- Commitment to equalities and the promotion of diversity in all aspects of working.
- Polite and professional sounding tone, ability to best progress the client's needs and expectations whilst remaining impartial and professional throughout.
- Ability and willingness to selfdevelop at a natural visibly progressing pace.
Knowledge
- Knowledge of the services provided by Agilisys OOH's and detailed knowledge of services provided by the team
- Knowledge of a range of IT systems
- Awareness of Data Protection and confidentiality issues
- Staff will be expected to have an awareness of working within guidelines and processes.
Essential Qualifications or Skills required:
Verbal Communication & Telephony Skills, Listening, Data Entry Skills, People Skills, Customer Service, Attention to Detail, Professionalism & Multi-tasking.
MAIN DUTIES & RESPONSIBILTIES
- To accurately record & maintain information using multiple systems/databases.
- The ability to work unsupervised and be held accountable for all your actions.
- Using training on services to make assessments based on information provided at first point of contact.
- To escalate appropriate calls to specialist or Team Leaders where appropriate.
- Maintain awareness of any updates regarding procedural changes.
- To have a good understanding of GDPR to ensure this is being adhered to when exchanging information.
- To utilise appropriate IT systems and processes to manage and record customer contacts and ensure appropriate information is collected.
- To undertake such other duties and responsibilities of an equivalent nature as may be determined from time to time.
- To take a flexible proactive approach to training on services to better your knowledge and expertise constantly and consistently.
PERSON SPECIFICATION
- Demonstrate competence in providing a high level of Customer Service and deliver a high standard of calls in a confident, professional & friendly manner
- Previous experience of working within a customer focused environment
- Demonstrate the ability to understand different procedures and retain information across a number of different campaigns.
- Knowledge of how local authorities or other large organisations operate.
- Experience of working within the housing or social care sector.
- Able to communicate clearly and openly displaying excellent listening skills at all times.
- Demonstrate ability to work and adhere to Customer Service Standards and Values.
- To work flexibly and cooperatively to ensure that operational service priorities are met.
- Able to prioritise work and meet deadlines under pressure
What's in it for you?
- Pension Scheme
- Health Insurance
- Being an Employee Owner as part of the EOT
- Life Assurance
- Flexible working
- Access to exclusive discounts and offers with a variety of retail providers through Agilisys "Perks at Work" scheme.
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