Senior Customer Services Advisor - Macclesfield, United Kingdom - Novax Recruitment
Description
Senior Customer Services AdvisorMacclesfield
Hybrid
Full-time temporary contract
£11.70 per hour
JOB PURPOSE
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.
PRINCIPAL 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 day to day 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 self service or direct debit payments.
Requirements:
- NVQ level 3, or equivalent, in a relevant field (or working towards where supplemented by extended relevant work experience)
- Experience working in a local authority call centre or customer centre environment.
- Handling abusive or emotive customers
- Experience of resolving escalated customer enquiries
- Developing process flows
- 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
- HR policies and procedures
- Regulatory Standards and relevant legislation
- Council wide organisational structures
- Call handling standards
- Experience of using Contact Centre telephony systems
- Excellent Customer Service Skills
- Computer, telephones and standard office equipment
- Excellent numeracy and literacy
- Proven coaching and mentoring skills
More jobs from Novax Recruitment
-
Pa to a Suite of Executive Directors
Slough, United Kingdom - 3 weeks ago
-
Events Officer
London, United Kingdom - 3 days ago
-
Education Caseworker
London, United Kingdom - 3 weeks ago
-
Town Hall Officer
Rotherham, United Kingdom - 2 weeks ago
-
Debt Recovery Field Agent Po
Portsmouth, United Kingdom - 1 week ago
-
Asda Rewards Customer Support
Morley, United Kingdom - 2 weeks ago