Customer Service Advisor / Administrator

Customer Service Advisor

Chelmsley Wood Solihull

Contract

£14.36 per hour

Our client is looking for an experienced Customer Service Advisor

Office based Basic

DBS required

Normally at the Contact centre in Chelmsley Wood but may need to work at other locations across the borough if needed

Working hours are 37 per week – 4 days at 9-5 and 1 day at 9-4.30

The post holder is a member of the Solihull Connect Customer Contact Service which handles a diverse range of enquiries, via face to face, incoming and outgoing telephone calls, emails, live chat and Short Message Services (SMS).

This is one of a number of roles we are recruiting for please visit our website colbernlimited co uk

The successful person will be a customer focused and flexible member of the Solihull Customer Connect

Contact Service, providing a seamless service to all customers.

To answer all enquiries in a timely, courteous, and professional manner, ensuring that customer needs

are clearly understood, and those enquiries are followed through to conclusion, through the use of

effective problem solving and interpersonal skills.

To ensure effective handling of complex customer contacts; ascertain customer needs, provide advice

and guidance as necessary within the relevant service area such as Council Tax. Benefits, Social

Services, Registrars, Environmental etc.

To use own initiative and problem-solving skills to deal with enquiries via a range of communication

methods including face to face, telephone, email, live chat, webmail and letter.

To work as part of a team to handle difficult or sensitive issues and customer complaints effectively.

To communicate effectively with customers and take responsibility for keeping accurate and up to date

records in accordance with appropriate standards, procedures and quality management systems of the service.

To be familiar with and keep up to date with Council policies, procedures and appropriate legislation.

To take responsibility for their own personal development through attending and actively participating in appraisals, coaching sessions, training courses and supervision and monitoring their own performance to ensure personal targets are met.

To become fully conversant and utilise the available ICT systems to effectively deal with a wide range of customer enquiries.

To assess the needs of the customer providing resolution and/or escalate as appropriate

To provide support to colleagues through having a flexible approach to work and customer service

To deal with cash, card and postal payments and internal remittance in line with SMBC financial regulations

To deal with cash ordering administration and be responsible for end of day cashing up procedures and banking in accordance with SMBC financial regulations.

The post holder will be expected to wear a uniform (where appropriate) which will be provided

PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer