Customer Service Advisor/Admin x 10
What's involved with this role:
Temporary Customer Service Advisor/Admin x 10
Job Ref: Stoke 5258363Pay Rate: £14.36 per hour PAYE
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 4-5 months
City: Stoke on Trent, Staffordshire
Flexible to working hours in order to meet demands of the service
The purpose of the role is to provide an efficient and effective telephone and face to face service specified for the Corporate Contact Centre and one-stop shop service.
Key Responsibilities:
Responsible for answering specific and general enquiries and giving advice to members of the public, other departments and outside agencies who contact the council on a basis of resolution at the first point of contact where appropriate or the detailed transfer of unresolved enquiries.
Responsible for taking payments via all channels, including responsibility for daily balancing, making repayment arrangements, handling cash/cheque payments where appropriate, in compliance with all audit requirements.Operate all relevant computer and support systems (e.g. Customer Relationship Management system, Advanced Telephony Technology and alarms) in order to support and process the customer enquiry.
Operate all relevant equipment in order to support and process the customer enquiry.
Operate all relevant manual systems/processes in order to support and process the customer enquiry.
Support face to face and electronic channel enquiries i.e. Internet, text messaging where appropriate.
Collate information, provide statistical data and extracted reports on all services provided from both computer and manual sources.
Actively contribute and seek to continuously improve the service by ensuring that all computer data, administrative systems, procedure manuals are maintained and kept fully up to date.
Report faults on computer systems and connected equipment to the appropriate company or internal Council department.
Be prepared to work flexibly in providing cover for additional shifts to ensure that adequate staffing is provided for the core hours of the nominated service.
Qualifications:
NVQ Level 2 in a related area or relevant experience.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.Relevant experience in a customer services/call centre/office environment or dealing with customers, commitment to quality customer care.
Experience of computer software applications e.g. word processing & spread sheets, Customer Relationship Management & Advanced Telephony Technology.
Strong interpersonal skills and ability to deal with complex and diverse customer enquiries.
Good communication skills.
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.
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: Stoke 5258363
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.