Customer Service Officer/admin - London, United Kingdom - Triumph Consultants Ltd

Triumph Consultants Ltd
Triumph Consultants Ltd
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

What's involved with this role:


Temporary Customer Service Officer/Admin - Resident Services

Reference no:
Brent

Pay Rate:
£16.09 per hour PAYE

This opening assignment is for 9-10 months The purpose of the role is to undertake frontline meet and greet, reception and customer service responsibilities, including assisting residents with digital self-service advice and guidance. Provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times


Key Responsibilities:


  • Act as the first point of contact for visitors to the Council, maintaining professional communications with internal and external customers at all times.
  • Ascertain the individual needs of customers, taking ownership and appropriate action to resolve all enquiries, complaints and transactions and arrange appropriate support in order to ensure fair and equal access to Council services.
  • Deliver frontline customer service duties including supporting access to public computers and other selfservice facilities.
  • Ensure that accurate information is obtained from customers, accurately recorded and kept up to date at all times.
  • Efficiently and effectively search, utilise and update relevant databases and IT systems to resolve customer enquiries, complaints or transactions.
  • Keep abreast of legislative, policies and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions.
  • Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
  • Work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment.
  • Support other members of the team, and other Council services, including but not limited to Community Hubs, libraries and Housing and play an active role in the development of the team to ensure a highly advanced and proficient workforce is maintained.
  • Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself, your colleagues and customers, and to comply with the policies and procedures relating to health and safety within the department.

"Role Requirements" - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:


Qualifications:


  • Evidence of continuing professional development (CPD).

Experience:


  • Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
  • Knowledge of delivering a customer focussed service, providing advice, information, transactions, dealing with complaints across a broad range of enquiries.
  • An understanding of local government, the services provided by local authorities and the responsibilities of a Council towards it residents.

Skills & Abilities:


  • Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
  • Good communication skills, with the ability to deal politely, efficiently and courteously with a wide range of individuals, ensuring they feel supported, listened to, welcomed and are have confidence in the handling of their enquiry.
  • Ability to effectively listen and to interpret a range of different legislations and procedures and clearly explain the information to customers verbally and in writing.
  • The ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g. linguistic or disability.
  • Ability to adjust to a changing work environment and maintain awareness of service changes and developments across the Council.
  • Ability to manage competing demands, work methodically and respond flexibly to changing needs and priorities.
  • ICT Skills: Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).

_To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF_

_If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity._

Other "Essential Requirements" - Please check to ensure that your CV addresses the following items:

  • **Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your
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