Customer Service Agent Sc6

12 months contract with a Local Authority

Job Summary:

• Contact Islington provides excellent customer service dealing with enquiries and issues end to end within a Contact Centre and face to face environment.
  
• In line with the One Islington vision and using awardwinning technology Contact Islington can bring a seamless range of services and public information to Islington s diverse communities.
  
• Over the coming years more services will be made available through all delivery channels via Contact Islington increasing first contact resolution to enquires and ensuring customers are the focus of all that we do.
  

Key Duties/Accountabilities (Sample):

• 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.
  
• 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 with the always 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.
  
• To monitor personal performance in terms of agreed personal work targets.
  
• To comply with the Council s policies and procedures and ensure the confidentiality of customer information.
  
• To attend training relevant to the purpose of the role.
  
• To carry out other duties which are in line with the purpose and grade of the post.
  
• To be an effective and productive member of a front line customer focused team contributing to meetings team building and continuous improvement.
  
• To handle process and record payments by cash cheque and credit cards.
  
• To encourage customers to use all the facilities provided in the service and assist them in accessing information and services. To ensure that queues are effectively monitored and customer waiting times meet set performance standards.
  
• Ensure all customer details are identified and recorded accurately on the relevant computer systems.
  
• To work to a consistently high standard and on own initiative complying with systems developed to demonstrate quality including external assessment and customer feedback.
  
• To contribute to reviews of working practices and readily adopt new ways of working.
  
• To participate in sharing knowledge and skills carrying out routine training for new staff on systems and end to end processes.
  
• To keep up to date with services provided by the council and organisational policy and legal changes to ensure uptodate information is provided to customers.
  
• To organise categorise and communicate complex information across a range of disciplines and undertake calculations to compile statistics and performance information.
  
• To lease with the staff of other departments external organisations and to attend meetings as required to continuously improve services.
  
• To contribute towards the overall service objectives and targets of the Service.
  
• To deal face to face with difficult situations and enquiries including unresolved enquiries referred from other agents demonstrating specialisation skills.
  
• Proficiency in using all management and information systems and to keep up to date on current issues affecting development of the service.
  
• Acquiring an indepth knowledge of Council services and contact centre technology and practices.
  
• To multitask and cover all agent roles within the Service.
  
• Deputise for Team Manager.
  
• To be flexible and responsive to the requirements of Contact Islington providing cover as required for all parts of the service.
  
• To use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner.
  
• To achieve agreed service outcomes and outputs and personal appraisal targets as agreed by the line manager.
  
• To undertake training and constructively take part in meetings supervision seminars and other events designed to improve communication and assist with the effective development of the post and post holder.
  
• The post holder is expected to be committed to the Council s core values of public service quality equality and empowerment and to demonstrate this commitment in the way they carry out their duties.
  
• Carry out duties and responsibilities in accordance with the Council s Health and Safety Policy and relevant Health and Safety legislation.
  
• At all times carrying out responsibilities/duties within the framework of the Councils Dignity for all Policy. (Equal Opportunities Policy).
  

Skills/Experience:

• Proven relevant 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 Proven experience in the public sector working in frontline service delivery either face to face or over the telephone.
  
• Experience of working with a diverse community in a customer focused environment.
  
• Experience of using IT& telephony systems and administrative procedures in a customer focused organisation.
  
• Ability to deal with simple and routine face to face telephone and electronic enquiries in a tactful courteous and efficient manner.
  
• Ability to communicate appropriately and effectively with clarity both orally and in writing.
  
• Able and willing to be flexible and responsive in relation to working times patterns and locations.
  
• Understanding of equalities issues and commitment to achieving equality of opportunity in service delivery.
  
• Ability to work unsupervised and on own initiative with accuracy and attention to detail.
  
• Ability to adapt to new ways of working and pursue personal development opportunities.
  
• Ability to deal with more complex inquiries and work as a productive member of a team in a customer focused environment.
  
• Ability to deal with distressed irate and aggressive members of the public in a sympathetic and tactful manner.
  
• Oral written numeric and literacy skills to communicate complex information and to undertake calculations.
  
• Ability to access interpret and communicate complex information across a range of disciplines.
  
• In depth knowledge of the services provided by the Council and a broad understanding of current issues.
  
• Ability to provide training for new staff on systems and end to end processes.
  
• Able to work under sustained pressure and deal with difficult situations.
  
• Excellent working knowledge of the services systems awareness of current issues effecting service development.
  
• Ability to deputise as required for Team Leader.