Customer Service Advisor

Full Time
Job Sector:
Customer Service
South Wales
Caerphilly, Merthyr Tydfil
Salary description:
£10.14 - £10.64/ hour
Start Date:
Job Ref:

Our client is seeking a Customer Service Advisor on an initial 8 Month contract with the possibility of an extension.

Working Hours: Monday - Saturday, 37 Hours

Pay Rate: £10.14 P/H PAYE

Job Purpose:

Provide high quality customer service across the Council's Customer Service access channels, acting as an 'advocate' for the customer. Deliver a variety of service requests by accessing Council services. Pro-actively manage the life cycle of the service request.

Duties and Responsibilities:

* Deliver a range of Council Services using the Councils Customer Relationship Management system, in accordance with relevant legislation, Council policies and procedures.

* Provide information and advice to customers in the most appropriate format to meet their needs.

* Ensure that payment activities are undertaken in accordance with the Council's financial regulations.

* Undertake administrative tasks and make telephone calls as required to progress enquiries from customers, ensuring the efficient functioning of the Customer Service operation.

* Maintain a good working knowledge of regulations covering services delivered by Customer Services.

* Actively promote the Council by informing customers of other services that may be relevant or of interest to them.

* Assist in ensuring that information provided to Customer Service by Directorates for the use in the delivery of services is up to date and correct.

* Take responsibility for your own learning and development and to take part in any training considered relevant to the role.

* Co-operate in ensuring that the Council's obligations under the Health and Safety at Work Act and supporting regulations are met in respect of the Customer Service operation.

* The business requirement will involve working on a rota basis covering Monday to Saturday between the hours of 08.00 - 19.00.

Skills and Experience:

* Knowledge of regulations covering one or more of the following; Benefits, Council Tax, Environmental Services, Housing Services and Social Services, or commitment to acquire this knowledge.

* Knowledge of policy issues having a bearing on customer service for Local Authorities.

* Welsh language skills.

* Proven organisational skills.

* Ability to practically apply customer service policies in an operational environment.

* Keyboard skills and an understanding of Microsoft Office tools.

* Diplomatic yet approachable.

* Able to act with confidence and assertiveness, as well as tact and diplomacy.

* A proven contribution to improvement of services in response to customer need and aspiration.

* Ability to deliver the implementation of change

Company Description

Closing Date:

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