PB3 Customer Service Advisor (Contact Centre) – Welsh Speaker, EO, Perm, Liverpool.
| Posting date: | 08 November 2024 |
|---|---|
| Salary: | £28,624 per year |
| Hours: | Full time |
| Closing date: | 24 November 2024 |
| Location: | L20 7HS |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 377969/1 |
Summary
As a Customer Services Advisor (Contact Centre) you will be the first point of contact by telephone for charity trustees, professional advisors and other stakeholders including members of the public. You will provide advice and guidance to support charities mainly by telephone, but also by email and letter. You will help customers who raise concerns about charities, guiding them through our processes and managing their expectations.
You will work in a fast-paced, customer-focused environment where high standards of verbal communication and written work are essential. You will work to agreed service levels and operational standards, be confident working in a digital environment and be comfortable working independently within a wider team.
You will need to develop a solid understanding of work across the Commission, as well as sound technical knowledge, to be able to address a wide variety of customer queries, troubleshoot customer problems and take ownership to resolve queries. You will take pride in providing high quality advice and be able to adjust your approach to suit the audience you are interacting with. You will also demonstrate empathy and emotional intelligence with a focus on seeking a resolution on first contact wherever possible to prevent further escalation.
- Respond to customers by telephone, providing advice and answering queries about the Commission’s online services and website. Answering enquiries and providing clarification about guidance and trustee responsibilities.
- Engage with charity trustees, advisors, stakeholders and members of the public, advising charities on how to comply with charity law and taking action to resolve queries at first point of contact.
- Ensure that charities comply with their legal responsibilities to file annual returns and accounts, providing advice on what is required and assisting with accessing and navigating our online services.
- Resolve customer issues using persuasion and negotiation. You will use your initiative, analytical skills and judgement to solve problems whenever possible and escalate to senior colleagues in complex or contentious cases after considering potential options.
- Explain complex information in a way that all customers can understand, adapting your style and tone to suit different audiences. You will demonstrate empathy and emotional intelligence to deliver excellent customer service, de-escalating challenging situations and providing effective solutions.
- Support the development of other colleagues and new starters by providing advice and coaching.
- Participate in outbound calling initiatives to ensure information held of the Register of Charities is up to date.
- Champion customer service within the Commission. You will be expected to work with a continuous improvement mindset, proactively identifying opportunity for process improvements and efficiencies to help us better serve our customers.