Customer Service Advisor - 37hpw - Mon-Frid 9am-5pm - Ballymena

MAIN PURPOSE OF THE JOB
Be part of a core multi skilled Customer Service Team for Waste; committed to attaining the highest possible standards of customer care.
Provide information, advice and guidance in a timely and efficient manner.
Act as an ambassador for Waste Operations ensuring that all customers receive a professional and comprehensive level of service at all times.

MAIN DUTIES AND RESPONSIBILITIES
1. Service Delivery
1.1. Deliver customer service on a day to day basis within the Waste Operations Customer Service Centre; in accordance with agreed policies, procedures and strategies.
1.2. Respond proactively to all customer enquiries across all contact media (including identifying enquiries of a complex and cross-sector nature) promptly, assessing customers' needs, resolving the situation as far as possible in initial contact.
1.3. Exercise judgement on enquiries which require referral and process requests for service, complaints and compliments in accordance with agreed service standards.
1.4. Continuously strive to improve the customer experience through a developed knowledge of multiple service areas in Council.
1.5. Utilise the systems available to access information; delivering scripted and non-scripted Council information; accurately recording and executing information received and advice given.
1.6. Update customer records on the Services Customer Relations Management system and where required gather information and evidence for the Team Leader.
1.7. Promote all digital channels and self-service options as the favoured choice of contact and support customers to complete enquiries online.
1.8. Act as a service champion between the Customer and Council to ensure the lines of communication are open and service issues are identified and resolved.
1.9. Work as part of a team to enhance processes with the aim of improving outcomes for the customer.
1.10. Work with other members of the admin support team as directed; ensuring that all team objectives & targets are adhered to at all times.

ESSENTIAL CRITERIA;

Applicants must:

Have a minimum of 5 GCSEs to include English Language and Maths (grade C or above) or equivalent qualifications to demonstrate literacy and numeracy

AND

Be able to demonstrate, by providing personal and specific examples, a minimum of one years' administrative experience in a busy office environment, to include:
* Working knowledge of a wide range of administrative activities within a customer service environment
* Excellent communications skills
* Confident use of databases and Microsoft packages

Alternatively, consideration may be given to candidates who do not possess the required GCSE qualifications but who can demonstrate, by providing personal and specific examples, a minimum of three years' administrative experience in a busy office environment, to include:
* Working knowledge of a wide range of administrative activities within a customer service environment
* Excellent communication skills
* Confident use of databases and Microsoft packages

Full Job Description Available on Request

MNASL