Contract to start ASAP
Duration: 52 weeks with a possible extension.

Job Purpose

To provide an excellent service to customers telephoning the Contact Centre; to resolve queries at the first point of contact and to ensure that customers receive a prompt and courteous service

Delivery of an effective and appropriate service to all service users, fairly and without discrimination.

Responsibilities

To act as the first point of contact for customers, dealing effectively with requests, answering queries, taking responsibility for processing each enquiry through to a satisfactory conclusion.

To demonstrate an understanding of complex processes, specialised skills and technical knowledge by fully utilising software systems (CRM Customer Relationship management).

To contact customers in accordance with agreed procedures, e.g. customer satisfaction surveys.

To liaise with other members of staff where complex issues require their assistance including arranging appointments for customers where necessary.

Maintain accurate, up to date and appropriate records. Provide clerical and administrative duties as required.

Provide switchboard cover as required.

To take payments in accordance with the Councils rules and regulations.

To handle a range of different situations and react accordingly with tact diplomacy and empathy to diffuse potentially tense confrontations in a positive and calm manner.

As a term of your employment you can be required to undertake such other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you at your initial place of work or at any other of the Authority's establishments.

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.

OR102067-05-26