Customer focussed officer
Yeovil
£10.19 per hour
10am - 4pm
Monday - Friday
Temp Role - ongoing assignment
Main purpose
Delivering Customer Services to external customers as part of a highly effective and professional multi skilled customer service team. Proactively manage and resolve customer issues through a range of channels, supporting and encouraging customer empowerment and self-serve.
Key tasks
* Work as part of a multi-skilled customer service team to attain the highest possible standards of customer care
* Proactively manage and resolve a wide range of customer issues through multiple channels e.g. face-to-face, telephone, letter, email, the Customer Portal - referring to other teams within agreed protocols
* Carry out a range of other related duties e.g. making service bookings, taking and processing payments
* Work collaboratively with colleagues to improve customer service e.g. undertake customer surveys, highlight opportunities for empowering customers further, participate in multi departmental project teams
* Proactively market the benefits of digital and self-service channels to all customers and demonstrate and coach them in their use, including rostered floor walking to enable queue management and to encourage and assist with customer self-serve
* Work with other team members to organise and manage workloads effectively, ensuring that all customer and performance standards and targets are achieved
* Access and accurately update all relevant information systems, both customer and back office
* Actively develop and maintain an extensive working knowledge of Council services and procedures
* Maintain confidentiality in line with agreed policy and relevant data protection legislation.
* To support the continuous improvement of processes and procedures within the service using best practice from others where appropriate.
* To provide support for the escalation of service issues
* Promote equality of opportunity in all aspects of the role in line with corporate policies, training and procedures
* Promote a culture that is supportive of the Council's purpose, aims and values, and to take all reasonable steps to maintain good employee relations.
* Staff are encouraged to participate fully in promoting a safety culture to protect the safety and health of themselves, colleagues and other people affected by the Council's activities.
Requirements
* Good standard of general education including GCSE at grade C or above or equivalent in English and Maths
Working within a customer facing environment dealing with complex and/or sensitive enquiries
* Retrieving and interpreting information from computerised databases
* Complaint handling to successful resolution
* Managing a demanding workload
* Accurate data input
* Payment handling
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