Senior Customer Services Advisor - Cheshire, United Kingdom - Akton Recruitment

Akton Recruitment

Verified Company

Cheshire, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Senior Customer Services Advisor:

£13 per hour
Akton recruitment are working with a local authority to recruit a Senior Customer Services Advisor on a 3-month contract.

Your role would be 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.

This role operates on a hybrid working arrangement.

Main 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 daytoday 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 selfservice or direct debit payment.

Knowledge and Experience:

Experience working in a local authority call centre or customer centre environment (Essential)
Handling abusive or emotive customers (Essential)
Experience of resolving escalated customer enquiries (Essential)
Developing process flows (Desirable)
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 (Essential)
HR policies and procedures (Desirable)
Regulatory Standards and relevant legislation (Desirable)
Council wide organisational structures (Desirable)
Call handling standards (Essential)
Experience of using Contact Centre telephony systems (Essential)

Skills and Qualifications:

Excellent Customer Service Skills (Essential)
Computer, telephones and standard office equipment (Essential)
Excellent numeracy and literacy (Essential)
Proven coaching and mentoring skills (Essential)
NVQ level 3, or equivalent, in a relevant field (or working towards where supplemented by extended relevant work experience (Essential)

**Start Date: ASAP