[ref. d97460520] Triumph Consultants - Customer Services Adviser/Admin
What's involved with this role:
Temporary Customer Services Adviser/Admin
Job Ref: E Devon 5254973Pay Rate: £15.43 per hour PAYE
Hours per week: 37 Monday - Friday, normal working hours
Role Length: This opening assignment is for 1-2 months
City: Honiton, Devon
Hybrid working available for the right candidate
Basic DBS disclosure required for this role
The purpose of the role is to deliver an outstanding, informative and responsive customer contact service in resolving a broad range of customer enquiries, at first point of contact where practicable, through various channels (face to face, over the telephone and through digital media/online).
Key Responsibilities:
Take responsibility for and resolves, in a timely and courteous way, a wide range of customer enquiries. These may be by telephone, email, social media, text message, face to face or in writing, and may be complex. Provide clerical and administrative duties as required.
Demonstrate an understanding of complex processes, specialised skills and technical knowledge by fully utilising software systems (CRM Customer Relationship management).Deliver customer satisfaction through effective and efficient engagement with customers, keeping them informed of the progress of their enquiry and retaining ownership of queries until they are resolved or passed to specialist areas. Promotes and positively supports digital services within the Council.
Contribute positively to East Devon District Council’s customer service standards and promotes East Devon District Council in a positive manner.Handle overflow calls, messages, signposting and call transfers to assist other areas of the contact centre/Council; supports consultation exercises; and proactively promotes relevant services and communication channels to customers.
Positively support other advisors through coaching and buddying processes and works creatively with others through provision of research and participation in meetings, focus groups, networks and project work to develop and deliver service improvements to enhance contact centre delivery.
Drive and manages the process mapping activity related to the CRM system and delivery of effective workflow and online services providing advice and support to process owners throughout the Council, and using System Thinking methodology.Liaises effectively with web authors to flag out of date/inconsistent web content and promote web maintenance.
Support the Team Leader in making sure the Customer Service Centre offers a customer focused service to help achieve continuous improvement and innovation in service delivery.
Acts as an ambassador for the Council.
Make sure that Customer Service Centre team offers a customer focused service using systems thinking principles.
Qualifications:
GCSE’s grade C/4 or above in Mathematics and English or equivalent qualification/experience.
Skills & Experience:
Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.
Experience in working in the waste management industry or similar workplaceCall Centre experience.
Excellent communication skills, including oral, written, presentational and listening.
Able to handle difficult situations.
Accuracy and attention to detail particularly when working to tight deadlines.
Ability to work on own initiative as well as part of a team.
Sound knowledge of customer service/ customer focus principles based on practical experience.
Demonstrable experience in creative problem solving.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite, Adobe Pro).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms.We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion.We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: E Devon 5254973
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.