Casual Contact Centre Adviser - Fareham, United Kingdom - Connect2Hampshire

Connect2Hampshire

Verified Company

Fareham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Summary & Person Specification

Job Title:

Contact Centre Adviser

Job Ref No:

TBC

Department:

Children's Enquiry Team

Branch / Section:

Children's Services

Grade:

D5

Salary:

Work Location:

£13.68 per hour

The Parkway Fareham/Home

Job Purpose:

Main Responsibilities:

Support the customer to access relevant services by:

Empathizing with the customer's situation.
Conveying a desire to meet the customers need
Providing accurate, meaningful, and consistent advice to customers ensuring that they understand the action which will be taken and see this through.
Identifying specialist queries, and where necessary ensure an accurate referral is made to the right level of expertise so that the query is appropriately resolved.
Managing the relationship with customers so that they are dealt with courteously, promptly, sensitively, and equitably and the County Council's policies on equality and diversity are upheld and demonstrated.
Ensuring accurate records of all contact with customers are maintained on multiple computer systems.
Working with all colleagues to ensure first time call resolution where appropriate and a customer experience which enhances the reputation of Hampshire County Council/Isle of Wight Children's Services
Reporting any inconsistencies or problems in systems and scripts and identify any difficulties encountered, logging comments and complaints as they are received, so that the systems and processes can be continuously improved.
Being digitally aware and champion the use of costeffective selfservice technology options, to support the most efficient customer journey/resolution.
Being aware of the Council's aims, organisational values and behaviours and their impact on this post. To carry out the duties of the post in accordance with the Council's Equality and diversity policy and always uphold the reputation of Hampshire CountyCouncil/ Isle of Wight Children's Services.
Proactively undertake training and selfdirected learning to improve knowledge and skills, to achieve continuous improvement.
Working as a flexible and effective team member, supporting other Customer Service Centre team members with their enquiries when necessary. Be punctual, reliable and presentable.