customer assistant jobs

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2420 jobs found for customer assistant jobs

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Customer Services Advisor

Contrast Recruitment

1 day ago
1 day ago

 

 

CHESHIRE EAST COUNCIL

JOB DESCRIPTION

JOB TITLE:

Customer Services Advisor (Telephone, multi-skilled)

REFERENCE:

MBMD4011

GRADE:

Grade 4

REPORTS TO:

Team Leader

JOB PURPOSE To resolve a broad range of customer enquiries received via telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible. PRINCIPAL RESPONSIBILITIES

1 Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible

2 Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests

3 Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities

4 Manage customer complaints, compliments and suggestions in accordance with the council’s procedures

5 Contribute ideas that create efficiencies or improvements in customer facing and other processes

6 Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments

7 Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.

The job holder may be required at any time to under take any work up to and/or at a level consistent with existing responsibilities. These tasks may be at any location in Cheshire East, to ensure the effective deployment of labour, materials, transport and equipment to meet daily service requirements.

 

 

PERSON SPECIFICATION

CRITERIA DESIRABLE ESSENTIAL METHOD OF

ASSESSMENT

QUALIFICATIONS

 NVQ Level 3 Customer Services

Y

 

Documentation

 

EXPERIENCE

 Working in a local authority call centre or customer centre environment

 Handling abusive or emotive customers

 Experience of dealing with customer complaints

 Experience of dealing with challenging customers

 Experience of dealing with customer enquiries to their conclusion.

 

Y

Y

Y

Y

Y

A/I

 

A/I

A/I

A/I

A/I

JOB RELATED KNOWLEDGE

 Detailed knowledge of a broad range of council services

 Ability to acquire a good knowledge of customer services technology

 Ability to acquire a good knowledge and understanding of the processes required to administer services

 Health and Safety Procedures

 Call Handling standards

 

Y

Y

Y

Y

Y

A/I

 

A/I

A/

A/I A/I

SKILLS & APTITUDES

 Excellent Customer Service Skills

 Computer, telephones, and standard office equipment.

 Excellent Literacy and Numeracy.

Y

Y

Y

A/I

A/I

A/I

OTHER REQUIREMENTS

 Flexible

 Able to work on own initiative

 Positive attitude towards change

 Customer Focussed

 

Y Y Y

Y

A/I A/I A/I

A/I

 

 

F
F

German Speaking Customer Service Coordinator

French Selection UK

Corby, MID
1 day ago
Corby, MID
£22k - £28k Per Year
1 day ago
£22k - £28k Per Year

FRENCH SELECTION UK
German Speaking Customer Service Coordinator
Customer service, Customer Care, Customer Relationship, Customer Support, Sales Coordination, Sales, Administration, Enquiry processing, Order processing, Data input, Account Management, Complaint Management, Fluent in German, Corby, Northamptonshire, Kettering, Midlands
Based in: Corby, Northamptonshire
At commutable distance Peterborough, Corby, Kettering, Market Harborough, Leicester, Rugby, Northampton, Coventry, Northamptonshire, Cambridgeshire, Leicestershire, Midlands
Salary: £22,000–£28,000 pa depending on experience + Benefits
Ref: 144G

*** This position can be offered as a part time or full time role ***
*** Flexible approach to part working from home ***
*** Immediate start ***

VIEW JOB DESCRIPTION > APPLY NOW:
Please visit the French Selection UK website, vacancies section, search job reference 144G.
Applications submitted on our website will come to us in the correct format, which means they will be processed faster & more efficiently by our team of consultants.

The Company:
Our client is an international company, part of a well-established group and operate across Europe and the U.S.

Main duties:
To provide excellent customer service for Europe and the US, dealing with enquiries and orders and be responsible and support the social media activities and sales.

The Role:
- To maintain a high level of customer service, resolve issues and ensure interface with other internal departments
- To manage and provide administration and customer service support
- To process enquiries and orders promptly and accurately
- To analyse statistics or other data and create reports
- To contact UK and German online shops, bloggers etc. for endorsements and gain new partners
- To resolve issues and deal with complaints in a professional and efficient manners
- To support the business development and marketing

The Candidate:
- Fluent in German and English (to mother tongue level) – Essential
- Previous experience in Customer Service, Marketing and/or Sales - Essential
- An excellent communicator with an enthusiastic attitude
- Good attention to detail, numerical and analytical skills with good organisation skills
- Excellent interpersonal skills and telephone manner
- Confident, proactive and dynamic
- Computer literate (Word, Excel, Email, PowerPoint)

Salary: £22,000–£28,000 pa depending on experience + Benefits

French Selection UK - The leading recruitment consultancy specialising in the placement of French, German, Spanish, Italian and Russian speaking professionals and executives throughout the United Kingdom.

S
S

Flooring Fitter - Customer Care

Saint Flooring Ltd

Nottingham, MID
1 day ago
Nottingham, MID
£28k - £35k Per Year
1 day ago
£28k - £35k Per Year

Flooring Fitter – Customer Care Dept - Saint Flooring Ltd Band - £28,000 - £35,000 per annum

 

Saint Flooring are a leading flooring contractor with offices across England supplying and installing directly to the new house build sector.

 

To support our continued growth, an exciting opportunity has arisen to join the team working out of our Nottingham office covering all surrounding areas.

 

Ideally, we are seeking an all-round experienced carpet/vinyl/LVT fitter to carry out smaller jobs such as remedial works and small replacements. You will be working as a key member of our customer care team, For the right person who shows the correct qualities there could be an excellent opportunity to progress to Service Manager. This is a fantastic opportunity for an ambitious experienced fitter who wishes to break from the big heavy days of laying carpets to concentrating on the crucial role of customer satisfaction.

 

At Saint, you would be joining what we believe to be the best flooring team in the new house build industry within the UK.

 

The Role

The role requires quality, professional and confident fitters with the following skills:

 

  • Experienced in various types of flooring
  • The knowledge to address & execute flooring issues effectively
  • A can-do attitude
  • Must be well presented, polite and have a positive approach
  • CSCS card
  • Clean current driving licence
  • Additional quarterly target bonus scheme

 

 

In return we offer a great place to work in a forward-thinking business, company vehicle, bonus scheme, fuel card,competitive rates of pay, pension, 28 days holiday allowance (including Bank Holidays) and in addition to these a Christmas shutdown. The company always recognises opportunity for progression.

 

This role is full time (37.75 hours per week) with an immediate start date.

 

Claire Matthews, Group HR Business Partner claire@saintflooring.co.uk, alternatively if you wish to discuss the role in more detail please give me a call.

 

SAINT FLOORING LIMITED Unit 2 Pineapple Park, Road One, Winsford, Cheshire CW7 3PR

T 01606 552162

Registration No. 6489320

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Customer Service Account Executive

WESTROCK LIMITED

Wrexham, WA
2 days ago
Wrexham, WA
2 days ago

Job Purpose

The job holder is an extended part of the centralised customer service team based at a manufacturing site. The successful applicant will ensure customer orders are entered on the system in an effective and efficient manner whilst developing a long-term professional relationship that enables them to maximise sales, margins and profit opportunities working closely with the centralised customer service team.

The successful candidate will be proactive in managing the customer accounts whilst appreciating the production requirements of the site ensuring all departmental procedures are followed and adding value to the local manufacturing facility.

Role Responsibilities

Proactively Manage Key Accounts

  • Proactively manage key accounts for the site including processing customer orders and liaising between customers, Healthcare Customer Service Manager, Supply Chain Manager and wider customer service team
  • Management of customer stocks through order processing
  • Responding to pricing and estimating enquiries from existing customers
  • Report monthly KPIs to customers and Healthcare Customer Service Manager
  • To complete all paperwork in line with company procedure and best practice
  • Establish and maintain key customer account information
  • Manage customer accounts in line with standardised ways of working
  • Cross train key accounts to other members of customer service team for periods of absence or high work volume

New Product Introduction

  • Work closely with Healthcare NPI Manager to successfully introduce new work into the local manufacturing facility
  • Attend all NPI meetings for the local manufacturing facility
  • Process all new master specifications and production specification for all new work and new customers
  • Order new dies/ cutter for new products

Other Duties

  • Attend local production meetings and link back to Healthcare Customer Service Manager
  • Deputise for the Healthcare Customer Service Manager when urgent requests arise from the Supply Chain Manager and escalate when required
  • Communicate information and developments from local site to Healthcare Customer Service Manager on a daily basis
  • Lead and participate in improvement projects for local site and commercial team
  • To be a willing and flexible team member ready to take on new and expanding tasks as appropriate
  • Comply with GDPR and ensure data integrity at all times

Knowledge, Skills, Experience 

  • Relevant experience in a similar role or demonstrable commercial awareness
  • Minimum 1 years Customer Service experience within a production/manufacturing environment - ideally within the Print & Packaging Industry
  • Appropriate standard of verbal and written communication skills
  • Ability to plan and co-ordinate priorities within a team environment
  • Proficient in MS Packages including highly competent in Microsoft Excel and ability to learn new software and systems
  • Demonstrable experience of excellent analytical, numeracy and organisational skills
  • Proven experience of working to high quality standards
  • Able to process and understand technical information
  • Strong problem-solving skills
  • Ability to prioritise, work under pressure and manage time effectively
  • Occasional flexibility in working hours in order to meet the business requirements
T
T

Customer Service Representative

TTEC (UK) SOLUTIONS LIMITED

Belfast, N Ireland
2 days ago
Belfast, N Ireland
2 days ago

We're hiring and are looking to connect with you to help us deliver exceptional customer service experiences as a Customer Service Representative with TTEC in Belfast, UK.

 

This position is supporting essential services and will be located on site at the TTEC contact center in Belfast, Northern Ireland.  The strictest safety practices have been implemented for your protection and the protection of your coworkers.  Social distancing, site sanitizing and separation screens between workstations measures are in place. Hand sanitizers are present for employees and applicants.  The entire application and selection process will be conducted virtually. 

 

What You'll be Doing
As a Customer Service Representative, you'll ensure that the organization is meeting the customer's requirements on a day-to-day basis. You are the Customer Advocate who will take the lead in providing the best possible customer service experience while keeping the company's business needs in perspective.

 

As a TTEC Customer Experience Champion, You'll Enjoy

  • Knowledgeable, encouraging, and present leadership
  • Family-friendly environment
  • Free-spirited, theme-based employee events
  • Career-growth and lots of learning opportunities for aspiring minds
  • And yes…all the competitive pay and benefits you'd expect

Why You? What You Bring

  • High school graduate or equivalent
  • Exceptional communication skills
  • Ability to thrive in a dynamic call center environment
  • Six months or more of customer service experience


About TTEC
We help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on TTECjobs.com.


For more information about TTEC visit TTECjobs.com or search #ExperienceTTEC throughout social media to engage in the

W
W

Customer Service Account Executive

WESTROCK LIMITED

Littlehampton, Southern
5 days ago
Littlehampton, Southern
5 days ago

JOB PURPOSE:

The job holder is responsible for the account management of the existing customer portfolio. The successful applicant will ensure customer orders are entered on the system in an effective and efficient manner whilst developing a long-term professional relationship that enables them to maximise sales, margins and profit opportunities.

The successful candidate will be proactive in managing the customer accounts whilst appreciating the production requirements of the site ensuring all departmental procedures are followed.

KEY ACCOUNTABILITIES:

  • Proactive account management
  • Manage day to day customer orders and liaise between the customer and all internal departments
  • Management of customer stocks through order processing
  • Responding to pricing and estimating enquiries from existing customers
  • Report monthly KPI's to customers and line manager
  • Working closely with all internal departments
  • To complete all paperwork in line with company procedure and best practice
  • To abide by data protection regulations
  • To attend meetings including customer visits where appropriate
  • Establish and maintain key customer account information
  • Lead and participate in improvement projects for Wrexham site and Commercial team
  • To be a willing and flexible team member ready to take on new and expanding tasks as appropriate

QUALIFICATIONS

  • Educated to A level standard (or equivalent) would be desirable but not essential.
  • NVQ in customer service would be an advantage.

 KNOWLEDGE, SKILLS, EXPERIENCE

  • Relevant experience in a similar role or demonstrable commercial awareness
  • Minimum 1 years Customer Service experience within a production/manufacturing environment - ideally within the Print & Packaging Industry
  • Appropriate standard of verbal and written communication skills
  • Ability to plan and co-ordinate priorities within a team environment
  • Proficient in MS Packages including highly competent in Microsoft Excel and ability to learn new software and systems
  • Demonstrable experience of excellent analytical, numeracy and organisational skills
  • Proven experience of working to high quality standards
  • Able to process and understand technical information
  • Strong problem-solving skills
  • Ability to prioritise, work under pressure and manage time effectively
  • Occasional flexibility in working hours to meet the business requirements

CORE COMPETENCIES:

The following competencies have been identified as key to success in the role

Clear Communication and Customer Service Skills

Have the ability to communicate clearly and effectively both verbally and in writing. Able to adapt and use positive language with customers whilst maintaining a calm and positive attitude.

Problem Solving and Analysis

Analyses issues and breaks them down into their component parts.  Makes systematic and rational judgments based on relevant information.

Action Orientation

Demonstrates a readiness to make decisions, take the initiative and originate action.

Resilient

Maintains effective work behaviour in the face of setbacks or pressure.  Remains calm, stable and in control of themselves.

Flexible Approach

Successfully adapts to changing demands and conditions

Be able to be self-motivated, standards driven, with a keen eye for detail whilst being team focused and harnessing collaboration and co-operation of others.

Integrity

Shares complete and accurate information, maintains confidentiality, and meets own work commitments. Adheres and understands organisational policies and procedures.

 OTHER REQUIREMENTS

Flexible and adaptable to change and prepared to take on additional responsibilities with other duties as required to meet business needs.

R
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1st Line Customer Services Specialist

Rushcliff LTD

Burton on Trent, MID
5 days ago
Burton on Trent, MID
£18k Per Year
5 days ago
£18k Per Year

We are looking for the right person to join our Customer Services team providing telephone and email support to a wide range of clients in a fast-paced and fun work environment. The right candidate will have excellent customer service and communication skills, be a fast learner and able to work independently as well as being part of a team. IT skills or experience working with computers would be preferred but full training will be provided. 


Roles and Responsibilities


On a day to day basis you will be expected to:

  • Answer telephone and email queries from our existing and new clients. 
  • Show initiative in problem-solving.
  • Prioritise and manage your own workload.
  • Work Monday - Friday between 9.15 - 17.45 initially, weekend and shift work may be required in future.
  • Escalate issues to 2nd line support team members or other departments where required
  • Conduct training and consultancy work for new and existing clients
  • Report to the Support Services Manager

About you


We’re looking for somebody who:

  • Is enthusiastic and outgoing! A great telephone manner is a must!
  • Has excellent written communication skills
  • Is a real team player. Not only will you be interacting with your own team on a daily basis, you will also need to communicate (maybe even socialise when we are allowed!) with our other departments.
  • Loves to talk! Our clients love to chat, you must be able to provide a high level of customer service on each and every case.
  • Has a passion to learn. Our software is continuously being developed and our clients' needs continue to diversify, keeping your knowledge and skill levels ahead of the game is essential!

Rewards


What we’re offering:

20 days annual leave, plus UK bank holidays.

£18,000 starting salary.

Working from home initially due to Covid restrictions

An open office environment with onsite parking.

Games room for a little r&r, including table tennis, pool, and pinball!

Full training on our product and our client base.

Continued training and support from a friendly, well-established team.

Great opportunities to blossom and grow with the company.

The opportunity for onsite visits to our clients, some of which are international, may arise from time to time.


Location


Our brand new, spacious office sits in the heart of the Midlands in Burton On Trent, within travelling distance from Derby, Stoke, Lichfield, Ashbourne and more! There are great travel links nearby and the office is easy to get to, situated in a private business park just outside of the town centre. 


About Us


Here at Rushcliff, we develop software for allied health professionals including physiotherapists, osteopaths, podiatrists and more! Our flagship product is PPS - Private Practice Software which is used by private practitioners all over the world! We currently have around 10,000 practitioners utilising our services, a number which continues to grow every day as we welcome new clients on board! 


Next steps


If you think that you are the right person for this role then we would love to hear from you!

We do take the time to read all applications and will contact you to let you know if we would like to meet you over Zoom to find out a bit more about you!

I
I

Customer Experience Specialist (Accountancy / Business Services)

IRIS

Home Based
1 day ago
Home Based
1 day ago

We have a fantastic opportunity for an experienced Customer Service professional to join our Commercial Enablement team, primarily supporting our Accountancy / Business Services customers.

The purpose of the role is to connect customers to the right individual or department within IRIS. The role will coordinate the Commercial Account Management team email box interacting with customers to smoothly get resolution to their query or question. This will leave the Field Account Management team to successfully achieve, manage and process the sales.

What will you be doing?

As a Customer Experience Specialist your responsibilities will be as follows:

  • Act as the contact point for customers contacting the Account Management team.
  • Respond to customers providing information to fulfil requests or enable resolution.
  • Completes first line diagnosis and promptly allocates unresolved issues as appropriate.
  • Understands customer base and assists with the development of processes to track, report, resolve or escalate issues.
  • Communicates effectively with customers by telephone and in person.
  • Provides guidance to support customers in navigating departments to successfully use IRIS products and services.
  • Assists in devising solutions to customer requirements and solves straightforward problems.

What skills and experience do you need to have?

We're looking for someone with the following skills and experience:

  • Previous experience in dealing with customer queries, either via e-mail or over the telephone.
  • Experience of working with field-based teams who could be interacting while on the move and not always in possession of all the relevant facts.
  • Experience of working with multiple departments and understanding the urgency in a customer’s request.
  • Experience in building and managing an administration process.

Who are we?

IRIS Software Group is one of the UK’s largest privately held software companies. Acquired by HG Capital in 2018, its purpose is to be the most trusted provider of mission-critical software and services, ensuring customers get it right first time, every time.

IRIS takes the pain out of processes and let professionals working in businesses and schools focus on the work they love. Its software solutions and services for finance, HR and payroll teams, educational organisations, and accountancy firms helps comply with regulations, drive productivity and better engage with key stakeholders. Through simplifying, automating and providing insights on everyday mission-critical tasks for organisations of all shapes and sizes, IRIS ensures customers can look forward with certainty and confidence.

IRIS has over 120,000 UK and international customers with 80% having a tenure of five or more years. IRIS is the largest third-party online filer with the UK Government. Ninety-one of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms use IRIS software. Circa 20% of the UK’s workforce is paid by IRIS payroll offerings. More than 850,000 UK employees are managed by IRIS HR solutions. Over 11,000 UK schools and academies use IRIS, with four million parents and guardians using IRIS apps to connect with their children’s school; 300 million messages are delivered between schools and parents each year, and over £15 million transactional payments are processed every month. IRIS is placed in the Grant Thornton Sunday Times Top Track 250 and the Megabuyte50.

IRIS is backed by Hg, Europe’s leading software investor and is committed to helping build IRIS as an ambitious business. It’s support includes a dedicated operations innovation team which provides practical support to management teams to help them realise their growth ambitions.

To see how IRIS helps organisations get things right first time, every time, visit www.iris.co.uk or follow IRIS Software Group on LinkedIn, Twitter and Instagram.

Why you should apply...

At IRIS, we believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success. To help with that, we offer the following:

  • Competitive salary and bonus potential
  • 26 days holiday allowance
  • Private medical healthcare
  • Life assurance
  • Pension
  • Additional benefits, such as Bike to Work and discount schemes.
F
F

Customer Service Advisor

FREE CITIZENS ADVICE LIMITED

Glasgow, Scotland
1 day ago
Glasgow, Scotland
£28k - £30k Per Year
1 day ago
£28k - £30k Per Year
Free Citizens Advice are looking for Customer Service Advisors to join our new team within the Scotland region to assist us with providing great customer service to the members of the public.
Free Citizens Advice are an advisory service offered to all members of the public. We assist them with their legal matters.
Your duties will include;
  • Contacting our existing client base. 
  • Making outbound calls 
  • Taking Inbound calls from new customers 
  • Delivering an excellent customer service experience at all times
  • Using excellent empathy skills to help the customers as much as you can 
  • Answering all questions and queries from the customer including issues with customer support.
  • Dealing with Vulnerable customers and answering all enquiries with care 
  • Handling a high volume of inbound calls 
  • Making a high volume of outbound calls 

COVID-19 Precaution(s):

  • Remote interview process
  • Personal protective equipment provided or required
  • Plastic shield at work stations
  • Social distancing guidelines in place
  • Virtual meetings
  • Sanitisation, disinfection or cleaning procedures in place

Skills you will need as a Customer Service Advisor:

  • 6 months customer service experience
  • Clear criminal record (no unspent criminal convictions)
  • References to cover the last 2 years of employment
  • Computer literate with the ability to multitask and use multiple systems at any one time
  • Objection handling techniques
  • Effective questioning and listening skills
S
S

Customer Service and Sales Assistant

SLS Recruitment

Glasgow, Scotland
5 days ago
Glasgow, Scotland
£300 - £600 Per Week
5 days ago
£300 - £600 Per Week

Looking to start a fun, exciting sales career in the Glasgow area?Put your customer service and sales skills to good use!Join a friendly and fast growing team; be rewarded with uncapped earnings and fantastic incentives including national and international travel, and financial rewards.Based in Glasgow, our client has become one of the countries top Sales, Customer Service and Marketing companies. They truly believe that people are the key to their success, therefore they seek individuals who are passionate about learning sales and customer service, and who thrive in a team environment.What`s on offer in sales, customer service and marketing with this company?

  • Opportunities for career progression
  • Recognition for hard work
  • Travel opportunities
  • Fantastic commission only, paid weekly, plus great incentives
  • Friendly and fun environments with a great social calendar
  • Access to one on one coaching in sales, customer service and marketing

What`s required?

  • Effective communication skills
  • Self motivation and strong work ethic
  • Great personal presentation
  • Team player
  • Willingness to develop sales and customer service skills

If you are looking for an opportunity to be a part of a successful and passionate team in a vibrant company, and think these qualities best describe you, then please click the `APPLY` button. These self employed roles are not office based. This particular opportunity requires people who are available Monday to Friday where you will be representing clients within residential environments.If this role sounds suitable for you and would like to join the very best Brand Ambassadors then please attach a copy of your CV and contact details and, if you are successful, they will contact you by telephone.Please note due to regulations our client can only accept applications from those over the age of 18. Unfortunately, we will not be able to except those on a Tier 4 visa.* Please note, by applying to this advert you acknowledge our privacy policy applies and give consent for SLS Recruitment to share the data you provide with our client so that they may contact you regarding the role or any other role they deem you suitable for. For more information, please see our website before applying.

Posted

1 day ago

Description

 

 

CHESHIRE EAST COUNCIL

JOB DESCRIPTION

JOB TITLE:

Customer Services Advisor (Telephone, multi-skilled)

REFERENCE:

MBMD4011

GRADE:

Grade 4

REPORTS TO:

Team Leader

JOB PURPOSE To resolve a broad range of customer enquiries received via telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible. PRINCIPAL RESPONSIBILITIES

1 Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible

2 Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests

3 Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities

4 Manage customer complaints, compliments and suggestions in accordance with the council’s procedures

5 Contribute ideas that create efficiencies or improvements in customer facing and other processes

6 Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments

7 Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.

The job holder may be required at any time to under take any work up to and/or at a level consistent with existing responsibilities. These tasks may be at any location in Cheshire East, to ensure the effective deployment of labour, materials, transport and equipment to meet daily service requirements.

 

 

PERSON SPECIFICATION

CRITERIA DESIRABLE ESSENTIAL METHOD OF

ASSESSMENT

QUALIFICATIONS

 NVQ Level 3 Customer Services

Y

 

Documentation

 

EXPERIENCE

 Working in a local authority call centre or customer centre environment

 Handling abusive or emotive customers

 Experience of dealing with customer complaints

 Experience of dealing with challenging customers

 Experience of dealing with customer enquiries to their conclusion.

 

Y

Y

Y

Y

Y

A/I

 

A/I

A/I

A/I

A/I

JOB RELATED KNOWLEDGE

 Detailed knowledge of a broad range of council services

 Ability to acquire a good knowledge of customer services technology

 Ability to acquire a good knowledge and understanding of the processes required to administer services

 Health and Safety Procedures

 Call Handling standards

 

Y

Y

Y

Y

Y

A/I

 

A/I

A/

A/I A/I

SKILLS & APTITUDES

 Excellent Customer Service Skills

 Computer, telephones, and standard office equipment.

 Excellent Literacy and Numeracy.

Y

Y

Y

A/I

A/I

A/I

OTHER REQUIREMENTS

 Flexible

 Able to work on own initiative

 Positive attitude towards change

 Customer Focussed

 

Y Y Y

Y

A/I A/I A/I

A/I

 

 

Source: Contrast Recruitment