Customer Service Agent

23 months contract with a Local Authority

Job Summary:

To put into practice the Council s vision of a seamless local service delivery by providing an administrative and customer service function supporting the Contact Centre.

To provide a wide range of bestinclass services that reflects and meets the needs of the diverse local community and internal customers via all access channels; telephone email/web face to face and written correspondence.

To process payment in and payments out of Contact Islington; ensure that timescales and performance target are achieved for both. To set up and issue Contact Islington invoices.

To provide all services in a customer focused courteous and efficient manner.

Key Duties/Accountabilities

To deal with complex enquiries across all access channels i.e. telephone facetoface email and written correspondence in accordance with customer care strategies and corporate policy.

To be sensitive to the needs of different customer groups ensuring rapid and appropriate responses for customers who may be distressed irate and aggressive and including those with special needs.

To deal with all customer interactions in a polite friendly and efficient manner.

To use the relevant technology systems to provide high quality accurate advice.

To be readily identifiable as a Contact Islington agent. To comply at all times with the dress code and/or to wear the uniform provided.

To work shift patterns within designated Contact Islington operational hours including evening and weekend working.

To maintain records and produce statistics where necessary.

To correctly handle incoming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales.

Essential Experience Required:

Experience of complex customer service delivery either face to face or on the telephone dealing with the public directly in a service provider environment OR in the public sector working in frontline service delivery either face to face or over the telephone is essential.

Experience of using IT& telephony systems and administrative procedures in a customer focused organisation is essential.

Essential Qualification Required:

General Education or equivalent is essential.

Additional information to note:

Working hours: 35 hours per week.

This role will require you to undertake and obtain an Enhanced level satisfactory clearance from the Disclosure and Barring Service (DBS).

Location: 222 Upper Street London N1 1XR

The role closes soon please apply ASAP.