Customer Service Advisor

Capita ,
Southampton, Hampshire
More Details
Job Type: Full-time
Salary: £16,500 per annum

Overview

Salary: £18,500 per annum Location: One Guildhall Square, Above Bar Street, Southampton, S014 7FP Working hours: 37.5 hour per week, Monday to Friday between 08.00 and 20.00. These hours are scheduled 4 weeks in advance. Part-time hours are considered, though training tends to be full-time hours, Monday to Friday 09.00 to 17.00 for this role. The Customer Service Advisor role is based within our modern contact centre in Southampton. The role offers front line support to customers enquiring about Council Services. You will be the first point of contact for customers over the telephone, so excellent communication skills are essential. You need to be comfortable talking to a variety of customers and able to offer advice and empathy as required and offer a friendly, professional service to all. This is an excellent opportunity for anyone looking to develop their customer service skills, and make a real difference to individuals within the community. The role is 100% on the telephones within a contact centre environment, although you may also be asked to deal with customer contacts via email and other digital channels. You do not need previous contact centre experience, however previous customer service experience is an advantage. If you enjoy talking to customers, this could be the opportunity for you. Key Responsibilities: To answer enquiries by letter, e-mail, telephone or in person regarding Council services in a timely and efficient manner in compliance with company policy and procedure, whilst maintaining the highest levels of customer service. To deal confidently, promptly and courteously with the public, Councillors and colleagues. To provide excellent customer service such that the service presents a good image of the Council and inspires confidence in the provision of services. To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer need To provide clear and concise responses to all enquiries and to ensure all information given is correct and accurate in response to the customer enquiry. To ensure that records, computer systems and information are maintained in an effective and correct manner. To refer unresolved actions to the Team Leader or relevant body for completion. To log, resolve, analyse and respond to complaints. To promote prevention of fraud by completing internal checks and controls and to refer any highlighted issues to the investigation team. Liaise and consult with other technical, clerical or administrative staff within the authority and any other organisations or agencies as necessary, in the interest of providing co-ordinated services and formulating effective policies and procedures Provide support to other team members. To assist with training, mentoring, and testing the knowledge of new members of staff. To assist with the ongoing training of staff. To record statistical information as required. To contribute to a safe working environment for colleagues and staff, and to act in accordance with corporate policies and procedures. To actively promote the services provided by the Council and any new initiatives. To adhere to the Data Protection Act To be successful in this role, you need to have: A passion for delivering excellent customer service. A genuine interest in other people. Excellent communication and listening skills. The ability to explain complex information clearly and simply. Good computer skills. Attention to detail. Enjoy working in a fast-paced, ever changing environment. Interested? Click apply now

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