Customer Service Adviser

Contract to start ASAP until 31-10-26 with a possible extension.

Responsibilities

Provide excellent customer service in accordance with the councils' customer service standards.

Communicate professionally and warmly at all times, assess and address customer needs and ensure the customer is aware of next steps and of a timescale for those.

Acknowledge issues that the council cannot resolve and signpost the customer to alternative support providers when possible.

Pre-empt future customer contact by highlighting information and advice beyond that which the customer has asked for. Pre-empt failure demand by managing customer expectations appropriately.

Manage and positively influence challenging customer interactions to suitable resolution and preempt escalation of customer distress/anger. Provide explanations of the councils' decisions and actions with reference to relevant legislation, policy and Procedures.

Develop and maintain good general knowledge of the councils' computer systems, digital platforms, software systems and applications, in order to record and answer customer enquiries/information quickly and accurately.

Ensure that strict confidentiality is maintained in accordance with GDPR/other relevant legislation.

Actively promote to customers the means by which they can access information or request council action, guide and assist customers to shift contact channels and be ready to support multi-channel access via phone, face to face, eforms, online applications etc.

Liaise with service providers and partners as needed to ensure resolution of customer issues that do need other service input.

Escalate urgent enquiries via the appropriate service protocols if required.

Proactively identify potential risks from and to customers who may be vulnerable, angry, upset or in crisis.

Training will be provided to identify safeguarding issues and to raise these with the councils' specialist safeguarding team.

Accurately process card payments for customers in line with financial regulations.

Undertake such other duties as may reasonably be allocated to the postholder.

Undertake all duties in accordance with Council policies and the Code of Conduct for Council Officers, in particular those relating to Customer Care and Equal Opportunities.

Undertake any duties regarding health, safety and welfare at work, civil contingencies and business continuity which may reasonably be allocated to the postholder as a result of legislation, codes of practice or Council policies.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

5305052-09-26