We are working closely alongside a Local Authority in Islington to assist with the appointment of a Customer Service Agent , on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £19.05 - £24.95 per hour

Responsibilities:

• Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
• To partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.
• To work collaboratively with other services to embed prevention and early intervention into our approach to ensure those with more complex needs are provided with a wrap-around support package.
• To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy. To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with more complex needs.
• To deal with all customer interactions in a polite, friendly and efficient manner.

Qualifications:

• Good experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment.
  Or
  Good experience in the public sector working in front-line service delivery either face to face or over the telephone.
• Experience of working with a diverse community in a resident focused environment
• Experience of using IT & telephony systems and administrative procedures in a customer focused organisation

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent. 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. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

#RQ1267330