Customer Service Centre Advisor

Customer Service Centre Advisor

Location: Hornton Street, W8 7NX

Start Date: ASAP

Contract Duration: 3+ Month

Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week

Pay Rate: £17.73per hour

Job Ref: (phone number removed)

Job Responsibilities

Act as the initial point of contact for public inquiries via phone or email, providing prompt and helpful responses.

Listen and gather information to understand the nature and urgency of inquiries.

Use suitable communication methods for non-English speakers and those with communication difficulties.

Handle payments over the phone following financial regulations.

Update internal systems with received information, maintaining quality standards.

Stay informed about departmental changes and developments.

Participate in software development and train less experienced staff.

Ensure data security and accuracy, complying with the Data Protection Act.

Follow health and safety policies and understand equal opportunities in customer service.

Engage in team development and assist with staff induction and training.

Provide opportunities for customer feedback through satisfaction surveys.

Comply with the Council's Constitution and be adaptable to changes in service delivery.

Person Specifications

Must Have

Experience in a contact centre or customer-focused environment.

Ability to handle difficult or sensitive calls calmly and professionally.

Empathy and care in advising customers.

Consistent handling of high-volume phone inquiries.

Strong motivation, attention to detail, and problem-solving skills.

Organized, methodical, and flexible team player.

Commitment to task completion and proactive problem resolution.

Effective communication and ability to build rapport.

Understanding of equal opportunities and customer care policies.

Nice to Have

Knowledge of Council services.

Experience working with diverse communities.

Ability to adapt to new challenges and changes.

Experience in training or mentoring staff.

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