Customer Services Assistant

Location Belfast, County Antrim
Job type Temporary
Salary Up to £10.41 per hour
Published about 1 month ago
Start date ASAP
Contact Gemma Lillington
Job ref BCC0001748_1624961761

Job description

Temporary Customer Services Assistant required for a large public sector client based in Belfast City Centre.

Rate of Pay: £10.41 per hour

Location: 9 Adelaide, Belfast City Centre

Hours: 37 hours per week

Duration: 2 months pending review

Main duties/Responsibilities:

  • 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
  • Regularly update and maintain the service catalogues, ensuring they meet current business and service level requirements
  • 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
  • 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
  • Effectively provide assistance to customers including digital assistance in completing relevant forms/applications in line with service processes and procedures
  • Deal with any customer complaints in a professional and timely manner, in accordance with any relevant council guidelines and procedures, escalating complaints/issues
  • 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
  • Encourage customer feedback and assist in identifying solutions to resolve issues
  • Ensure that corporate targets for first call resolution and other key metrics are being adhered to
  • Assist with the collation and analysis of both real time and historical customer experience data to identify trends and / or risks against service delivery standards and escalate any issues through the agreed channels
  • Effectively utilise and interrogate all relevant IT systems appropriate to the post-holder's area of work, ensuring that the accuracy and quality of data is maintained at all times
  • Make recommendations and suggestions to management on areas where customer related service improvements could be undertaken, highlighting real-time issues or problems to help prevent repeat occurrences
  • Support the Customer Service Team Leader with the design, definition and updating of customer surveys to deliver effective and quality customer services

Essential criteria:

  • Be able to demonstrate by providing specific examples at least oneyears' relevant experience in each of the following areas:
    • providing professional customer service support to a range of internal and external customers using a variety of channels
    • 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
    • assisting customers effectively by resolving a range of requests, queries and issues by providing relevant information and, or signposting to appropriate services

If you are interested and available for this position please upload your CV to the link.

Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles.

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