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Customer Complaints Advisor

Eingestellt von Capita Resourcing

Projektbeschreibung

DO YOU PRIDE YOURSELF ON YOUR CUSTOMER SERVICE?

DO YOU HAVE A STRONG BACKGROUND IN DEALING WITH CUSTOMER COMPLAINTS IN A CONTACT CENTRE ENVIRONMENT?

ARE YOU FORWARD THINKING, ABLE TO COPE UNDER PRESSURE AND COMMUNICATE EFFECTIVELY AND CONFIDENTLY WITH INTERNAL AND EXTERNAL CUSTOMERS?

DO YOU HAVE EXPERIENCE OF USING CASE MANAGEMENT SYSTEMS? OR ARE YOU ABLE TO PICK UP PROCESSES QUICKLY AND EFFECTIVELY?

Essex County Council has an exciting opportunity for a Customer Complaints Advisor to join their Customer Operations directorate.

Working within a customer focused team the customer complaints advisor role will see you engaging with internal and external customers of the Council, including;
The general public, the private sector, District Councils, Town and Parish Councils, Members of Parliament and County Members.

It aims to provide an efficient, effective and courteous service in keeping with the response standards set by Essex County Council and ECC Customer Strategy also to promote a positive image of the Council to its customers.

This is a varied role, which will involve dealing with a range of enquiries and complaints, predominantly by telephone and email. As such, Strong communications skills and excellent telephone manner within a Customer Services environment is essential to this role.

KEY ACCOUNTABILITIES:

- To contribute to effective communications across the Customer Services Team, working to ensure good communications are maintained both within ECC and across partnerships. Partnerships encompass Parish/Town Councils, Councillors/Members.
- Deal with day to day requests for information and service requests (written and verbal). This may involve meeting with customers to discuss problems and advise on standards that can reasonably be expected.
- To provide a speedy and courteous response to proposals, queries and complaints from customers, both internal and external. Diffusing difficult situations, negotiating and handling objections/complaints in a diplomatic and tactful way to achieve the best possible customer satisfaction.
- Proactively seek customer feedback and ensure functional managers are aware of customer views.
- Ensure that there is a seamless transition from receiving a request to delivering work on site or to ensure that our customers are guided through the process in a harmonious fashion if the work will not be done.
- Manage all resources to ensure that services are delivered on time and within budget.

KNOWLEDGE, SKILLS AND EXPERIENCE

- Excellent customer care skills with the ability to record and present information accurately in both written and oral forms, in a clear and precise manner.
- Experience of dealing with members of the public.
- Take responsibility for self-development, learn from mistakes and take positive steps to improve individual performance.

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Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

Capita Resourcing