Customer Services Advisor/Admin
| Posting date: | 03 July 2024 |
|---|---|
| Salary: | £14.81 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 01 August 2024 |
| Location: | Wembley, London, HA9 0FJ |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | Brent 5251163 |
Summary
What's involved with this role:
Temporary Customer Services Advisor/Admin
Job Ref: Brent 5251163
Pay Rate: £14.81 per hour PAYE
Hours per week: 36 Monday - Friday, 8.50am to 5.05pm
Role Length: This opening assignment is for 5 months
City: Wembley, London
Hybrid working available after initial training
The purpose of the role is to provide customers and other stakeholders, first contact resolution for up to five service area enquiry types via phone, email, webchat and social media channels. These may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Environment and Protection amongst others.
Key Responsibilities:
Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to five specialist Council services which may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Environment and Protection amongst others.
Take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
Respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
Keep up to date with legislative, policy and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions and to carry out duties with due regard to the Council’s Customer Promise, Equality and Diversity, Information Governance, Data Protection and Health and Safety policies and procedures.
Work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment and to proactively share and contribute ideas to support continuous service improvement and departmental and service area objectives.
Be flexible and work within any team and any subject area in line with customer, organisational and specific specialist service needs.
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.
Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
Skills & Experience:
Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.
Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
Experience of effectively resolving enquiries covering a range of enquiry types and channels.
Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
Knowledge of the various self-help channels that support customer service delivery such as websites, online forms, web chat and social media.
Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite, Adobe Pro).
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Job Ref: Brent 5251163
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.