Customer Service Agent - London, United Kingdom - Akton Recruitment

Akton Recruitment
Akton Recruitment
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Service Agent

£17 per hour


Akton recruitment are currently working with the London Borough of Islington to recruit a customer services agent on a temporary 2-month contract.

The Access Islington Advisor role will support local people and families by connecting them into the community and to other areas of the council using a triage function.

Staff will be empowered to work collaboratively with other services to embed prevention and early intervention into our approach whilst having quality strengths-based conversations to allow a seamless resident experience through Islington's 'front door'.


Main Responsibilities:


  • Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of selfserve for those that can and to support others with assisted selfserve.
  • Offer support with presenting need but also the underlying needs and issues using a strengthsbased 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 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 maintain records and produce statistics where necessary.
  • 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 participate in sharing knowledge and skills, carrying out routine training for new staff on systems and end to end processes.
  • To keep up to date with services provided by the council and organisational policy and legal changes to ensure uptodate 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.
  • Acquiring an indepth knowledge of Council services, relevant technology and practices.
  • Deputise for Team Manager

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 frontline service delivery either face to face or over the telephone (Essential).
  • Experience of working with a diverse community in a resident focused environment (Essential).
  • Experience of using IT & telephony systems and administrative procedures in a customer focused organisation (Essential).

Skills:


  • Ability to work collaboratively amongst a range of council services and voluntary partners.
  • Ability to partake in quality conversations using a Strength'sBased approach to explore residents holistic needs.
  • Ability to deal with simple and routine face to face, telephone and electronic enquiries in a tactful, courteous and efficient manner.
  • Ability to communicate appropriately and effectively with clarity both orally and in writing.
  • Able and willing to be flexible and responsive in relation to working times, patterns and locations.
  • Understanding of equalities issues and commitment to achieving equality of opportunity in service delivery
  • Ability to work unsupervised and on own initiative with accuracy and attention to detail.
  • Oral, written, numeric and literacy skills to communicate complex information and to undertake calculations.
  • Ability to access, interpret and communicate complex information across a range of disciplines.
  • In depth knowledge of the services provided by the Council and a broad understanding of current issues.
  • Ability to deputise, as required, for Team Leader
  • This role will require you to obtain through us an Enhanced satisfactory clearance from the Disclosure and Barring Service.

Hybrid working arrangements available once fully competent.
**Start date: ASAP.
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