Customer Services Advisor - Oldbury, United Kingdom - HancoxRead Recruitment

HancoxRead Recruitment
HancoxRead Recruitment
Verified Company
Oldbury, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
HancoxRead Recruitment are looking for a Customer Services Advisor (Hybrid working conditions)

which is ongoing into 2023.


JOB PURPOSE
To identify and deal with inbound customer queries through multiple communication channels, which primarily will

at all times, ensuring customers are dealt with efficiently and effectively at the first point of contact

To contribute to the Business Units ability to comply with legislation, office practices, service standards, Council Policies

and contractual obligations within the administration of Revenue and Benefits.

Duties & Responsibilities

To provide excellent customer care via any access channel


  • To actively work within agreed performance and services standards
  • To actively embrace and participate in change initiatives as required
  • To identify process improvements that are customer centric
  • To actively embrace and participate in personal, professional and technical development.
  • To process all relevant information in accordance with the framework of Government legislation, current
regulations, Council policies and working practices within the operational unit assigned


  • Use of the Council's computerised systems to provide a high-quality service by providing guidance, advice and
information about service issues to taxpayers and /or their agents in writing, electronically by telephone or in

person in accordance with service standards.


  • Assist customers in a prompt and polite manner to claim appropriate benefits, discounts, exemptions or make
appropriate payment arrangements and refer them as necessary to the appropriate agency


  • Provide general advice about Revenue and Benefit related processes
  • The member of staff will be required to ensure that their performance in terms of quality and output meets
targets set by the Council in line with the Department of Work & Pensions' Performance Standards, the Benefit

Fraud Inspectorate and the Best Value Performance Indicators laid down by the Office of the Deputy Prime

Minister and other locally set targets


  • To contribute to the service centre performance targets by maintaining a high level of accuracy and input when
processing information, to ensure quality of work is maintained.


  • To assist with redistribution of work via the document imaging system to the appropriate desktop.
  • To contribute to service standards by maintaining an up-to-date knowledge of documentation, processes,
working practices and standards within the work area assigned


  • To deal promptly, efficiently, and accurately with disputes/appeals against decisions in accordance with service
standards and office procedures


  • To seek guidance with complex matters from either more experience colleagues, the Technical Advisor or Team
Supervisor and advise of any cases which may be potentially contentious.


  • To give guidance and support to less experienced colleagues where necessary.
  • To contribute effectively to the team where assigned.
  • Maintain records of any matters relating to failure of systems or compliance with legislation, service
specification, working practice, council policies and practices and inform the team leader/supervisor of these.


  • Where required keep records of workload actioned and provide relevant management information on request.
  • To liaise with Customers, their representatives, voluntary and professional bodies in relation to the
dispute/appeals procedure and tribunal process.


  • To undertake such other duties as may be appropriate to achieve the objectives of the post, or assist the
Service in the fulfilment of its objectives commensurate with the potholder's salary, grade, abilities and

aptitudes


  • To participate in the operation of the Council's Appraisal Scheme.
  • It is your responsibility to carry out your duties in line with the Council's policy on equality and be sensitive and
caring to the needs of the disadvantaged, promoting a positive approach to a harmonious working environment.

You should act as an exemplar on these issues and should identify and monitor training for yourself and any

employees for whom you are responsible, in line with this policy and the Equality Act 2010.


  • Such other duties as may be appropriate to achieve the objectives of the post to assist the Thematic Area in the
fulfilment of its objectives commensurate with the post holder's salary grade, abilities, and aptitudes.


  • The post holder must always carry out his/her responsibilities with due regard to the Council's policy,
organisation and arrangements for Health and Safety at Work.


Working hours:
37 hours per week

The Council's flexible working hours scheme will apply


Salary:

£11.02 per hour


Start date:
Immediate

Contact

Please call Team HancoxRead and quoting the job reference number
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