Customer Enabling Service Advocate/Admin – Housing
| Posting date: | 17 May 2024 |
|---|---|
| Salary: | £12.59 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 15 June 2024 |
| Location: | Sunderland, SR1 3AA |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | Sunderland 2024 AGY 19 |
Summary
What's involved with this role:
Temporary Customer Enabling Service Advocate/Admin – Housing
Job Ref: Sunderland 2024 AGY 19
Pay Rate: £12.59 per hour PAYE
Hours per week: 37 Monday - Friday, normal working hours
Role Length: This opening assignment is for 4-5 months
City: Sunderland
The purpose of the role is to support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities. Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service via telephone and face to face.
Key Responsibilities:
Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.
Communicate, verbally and in writing, specific knowledge of council and partner services to resolve enquiries at the first point of contact.
Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.
Act as the ‘front door’ for the Council and partners, including the City Hall meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT.
Provide support and assistance to local Council campaigns, events and programmes e.g. Covid Recovery, Neighbourhood Community surveys, Air Show etc.
Escalate and refer any challenging or complex enquiries and/or complaints to Management.
Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience.
Make sure contacts and decisions are made in accordance with service standards.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
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.
Due to the number of CVs being sent to us under current market conditions, we cannot, unfortunately, respond to all applications. If, therefore, you have not heard from us within 3 days please make a working assumption that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Qualifications:
3 GCSE's, Grades A-C, or equivalent including English and Mathematics.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Good communication skills.
Previous administration experience.
Good people management.
Good communication written and verbal.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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Job Ref: Sunderland 2024 AGY 19
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.