Customer Services Advisor (SBC)

Job Category : Administrative / Clerical
Location : Swale House, Swale and Maidstone Borough Council
Hours Per Week : 19.50
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:30
Salary: £10.83

To provide an effective and quality service to customers of Swale Borough Council and be the first point of contact for all services.

1. To answer and respond to face to face, telephone and electronically delivered queries to the Customer Services Centre establishing which service is required and ensuring that appropriate information and advice is given.
2. To interpret queries/problems that are generated by enquiries from customers in order to generate solutions to meet their needs.
3. To re-route enquiries to the appropriate contact when unable to resolve a customer query and to monitor all responses.
4. To provide feedback to customers on the status of their enquiries and to record customer satisfaction using set criteria.
5. To contribute to continual improvements in customer care by embracing all new IT and systems developments and by giving regular feed-back to the CSC Manager.
6. To apply operating standards when responding to each call, to follow the Authority’s complaints procedure when appropriate, to ensure that customers are always provided with a responsive and efficient service.
7. Any other duties, as determined by the CSC Manager, to be carried out to ensure efficient and effective service delivery.

Essential Criteria
Comprehensive understanding of a Customer Services Environment

Some experience of providing a customer focused front-line enquiry service via the telephone, face to face and using all electronic communications

Accurate keyboard and proficient computer skills in data entry with the ability to operate telephone equipment effectively at the same time

Effective communication skills, both written and verbal with a polite, efficient and courteous manner. Able to deal sensitively with distressed, agitated, confused or irate customers

Ability to recognise and handle sensitive and confidential information

Self motivated, able to work with minimal supervision but also a team player