Customer Services Advisor/Admin x 2
What's involved with this role:
Temporary Customer Services Advisor/Admin x 2
Job Ref: Cheshire E 5255607Pay Rate: £12.18 per hour PAYE
Hours per week: 37 Monday – Friday, 8.30am to 5pm
Role Length: This opening assignment is for 2-3 months
City: Macclesfield, Cheshire
Hybrid working
The purpose of the role is to resolve a broad range of customer enquiries received via telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.
Key Responsibilities:
Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible.Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests.
Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities.
Manage customer complaints, compliments and suggestions in accordance with the council’s procedures.
Contribute ideas that create efficiencies or improvements in customer facing and other processes.
Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments.
Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.
Qualifications:
NVQ Level 3 Customer Services.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.Experience working in a local authority call centre or customer centre environment.
Experience handling abusive or emotive customers.
Experience of dealing with customer complaints.
Experience of dealing with challenging customers.
Detailed knowledge of a broad range of council services.
Ability to acquire a good knowledge of customer services technology.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
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: Cheshire E 5255607
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.