Customer Service Assistant

We are currently recruiting a Customer Service Assistant. The main purpose of the role is to:

To provide an efficient, effective and customer focussed first point of contact for customers telephoning the Family information line

To provide a knowledgeable and professional service covering a limited range of council services.

To manage customer contacts in an efficient, effective and caring manner

Main Duties

1.To deal with and resolve customer enquiries over a limited range of services, including responsibility for ensuring that further actions are taken or requested as appropriate.

2. Ensure information is entered correctly into the appropriate information systems.

3. Refer to FAQ`s and other information provided as required to ensure consistency of responses.

4. To ensure customers receive an excellent and consistent level of customer service.

5. To prioritise actions and decisions according to customer needs.

6. To communicate openly and effectively with customers, managers, colleagues, partner organisations and elected members as appropriate.

7. To clarify and / or anticipate customers needs and requirements and identify appropriate resolutions.

8. To ensure a `seamless` service is provided across service areas through effective teamwork, attention to detail and work management.

9. To take `ownership` of a customer queries and ensure a satisfactory resolution is achieved for the customer and the Council.

10. To comply with Data Protection requirements and maintain the security of documents and information in accordance with legislation and agreed guidelines.

11. To carry out all responsibilities with regard to all the relevant Serco policies, including customer care and health and safety

Experience

Essential

- Working knowledge of office procedures and working practices
- Experience of dealing with customer queries politely and helpfully within customer care guidelines
- Experience of working within a team
- Experienced in the use of IT within an office environment

Desirable

- Experience of using the internet and / or databases to resolve customer enquiries
- Experience of working in a customer service environment
- Experience of dealing with customers to establish specific needs / requirements and identifying possible solutions
- Experience of working within a performance management environment

Salary: £15000 - £17000 per annum. Date posted: 24/01/2013