Customer Service Assistant

Contract to start ASAP

Duration: 8 weeks with a possible extension.

Job Purpose

The post holder is responsible for processing customer enquiries and complaints from different access channels including in person at Reception, in writing, electronic and by telephone.

The post holder must be an experienced and passionate customer service representative, committed to providing an excellent service, adhering to performance standards to achieve timely responses to customer enquiries and complaints.

Responsibilities:

Ensure customer enquiries are answered with the aim of a first time resolution. This means taking decisions within established procedures, providing instant responses or recording enquiries on the Customer Relationship Management System and allocating to Council services.

Monitor customer enquiries and complaints, including requests from Members of Parliament and Members of the Senedd, on the Customer Relationship Management System to ensure performance targets are met.

Liaise with officers from across the Council to ensure that customers, Members of Parliament, Members of the Senedd and complainants receive timely responses and updates to their enquiries. Keep customers informed of progress to avoid unnecessary escalation of issues.

Provide a comprehensive information service to customers of the Council, including Reception, advising on services available and the policies and procedures of the Council which will resolve or inform the needs of the customer.

Make outbound calls to promote Council services and complete transactions e.g. follow up customer enquiries.

Actively promote Council services that may be relevant or of interest to the customer e.g. promoting access to online services and My Account, influencing customer behaviour to achieve corporate objectives.

Undertake duties commensurate with the post as required by the Customer Contact Service Manager.

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.

OR113182-08-26