Customer Services Assistant

Rate of Pay: £10.41

Hours: 37 hours per week

Duration: Temporary ongoing

JOB SUMMARY / MAIN PURPOSE:

As part of the Customer Hub team, the post-holder will report to the Customer Services Team Leader and be responsible for:

• Ensuring the provision of a professional customer service to a range of internal and external customers, including elected members, across a variety of channels (including online, telephony, email and web chat and face to face).
• Interacting with and assessing customer's needs in relation to service delivery, delivering information in relation to customer enquiries and resolving customer enquiries at the first point of contact where appropriate, including identifying and helping to mitigate instances of service failure.
• Acting as an advocate for the customer at all times and contributing to the delivery of an enhanced customer service experience which promotes digital first and supports the development of a customer centre of excellence.
• Participation is required to support the provision of a reactive emergency response service and this may require some out of hours working.

KEY DUTIES / RESPONSIBILITIES

1. Process and respond to a range of requests, queries and issues from customers (face to face, telephone, online) in a professional and timely manner that effectively addresses the concern/query raised, while managing customer expectations in line with relevant service standards.
2. Regularly update and maintain the service catalogues as directed, ensuring they meet current business and service level requirements.
3. Provide customers with the relevant information to resolve their enquiry using a variety of different sources and educate them on other relevant services and initiatives or signpost to other service providers or agencies where appropriate.
4. Ensure the effective use of CRM to accurately record all customer information to contribute to the effective performance management of the overall customer service function, supporting the shift to digital channels.
5. Effectively provide assistance to customers including digital assistance in completing relevant forms/applications in line with service processes and procedures.
6. Deal with any customer complaints in a professional and timely manner, in accordance with any relevant guidelines and procedures, escalating complaints/issues as appropriate.
7. Through a dedicated telephone number, provide the first point of contact for key stakeholder groups including elected members handling requests/issues and queries through to resolution, keeping members informed of progress and escalating issues as appropriate. Using the 'portal' services designed for elected members, providing up to date information on their individual cases and area based information.

Essential criteria

Applicants must have, as at the closing date for receipt of application forms:

• At least one year's relevant experience in each of the following areas: a) providing professional customer service support to a range of internal and external customers using a variety of channels (for example online, telephone, email, social media, face to face and so on);
• Using standard IT systems, and preferably specialist CRM systems, to accurately record customer information and contribute to the effective performance management of a customer service function; and
• Assisting customers effectively by resolving a range of requests, queries and issues by providing relevant information and, or signposting to appropriate services.

BELSL

If you are interested and available for this position please upload your CV to the link or contact Robyn Barry. Robyn.Barry@staffline.co.uk

To be shortlisted for this role all applicants MUST meet the essential criteria. Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles. As there are so many applications, unsuccessful candidates may not be contacted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate. It will be a cost of between £18 - £33 depending on clearance level.