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Customer Service Agent - London, United Kingdom - iWork Recruitment Limited

iWork Recruitment Limited

Verified Company

London, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Contract to start until with a possible extension.

Principal accountabilities

Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.

To partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.

To work collaboratively with other services to embed prevention and early intervention into our approach to ensure those with more complex needs are provided with a wraparound support package.

To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with more complex needs.

To deal with all customer interactions in a polite, friendly and efficient manner.

To use the relevant technology systems to provide high quality accurate advice.

To be readily identifiable as an Access Islington Advisor. To comply at all times with the dress code and/or to wear the uniform provided.

To maintain records and produce statistics where necessary.

To monitor personal performance in terms of agreed personal work targets.

To comply with the Council's policies and procedures and ensure the confidentiality of customer information.

To attend training relevant to the purpose of the role.

To carry out other duties which are in line with the purpose and grade of the post.

To be an effective and productive member of a front line, customer focused team, contributing to meetings, team building, and continuous improvement.

To handle, process, and record payments by cash, cheque and credit cards.

To encourage customers to use all the facilities provided in the service and assist them in accessing information and services through digital channels, where possible.

Ensure all customer details are identified and recorded accurately on the relevant computer systems.

To work to a consistently high standard, and on own initiative, complying with systems developed to demonstrate quality, including external assessment and customer feedback.

To contribute to reviews of working practices and readily adopt new ways of working.

To participate in sharing knowledge and skills, carrying out routine training for new staff on systems and end to end processes.

To demonstrate imagination, initiative, diplomacy and resilience in an environment that can be both demanding and stressful.

To keep up-to-date with services provided by the council and organisational policy and legal changes to ensure up-to-date information is provided to customers.

To organise, categorise and communicate complex information across a range of disciplines and undertake calculations to compile statistics and performance information.

To liaise with the staff of other departments, external organisations and to attend meetings as required to continuously improve services.

To contribute towards the overall service objectives and targets of the service.

To deal face to face with difficult situations and enquiries, including unresolved enquiries referred from other agents, demonstrating specialisation skills.

Proficiency in using all management and information systems and to keep up to date on current issues affecting development of the service.

Experience

Good experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment.

Or Good experience in the public sector working in front-line service delivery either face to face or over the telephone.

Experience of working with a diverse community in a resident focused environment

Experience of using IT & telephony systems and administrative procedures in a customer focused organisation

RQ

Job Type:
Part-time

Part-time hours: 14 per week

Salary:
£21.60 per hour

Schedule: