Resident Experience Customer Service Officer

Client

Local Authority in Hounslow

Job Title

Resident Experience Customer Service Officer

Pay Rate

£17.65 an hour PAYE/£23.40 an hour UMBRELLA

Hours

36 hours Mon to Fri (08:45:AM - 05:00:PM)

Duration

Initial 6 month contract

Location

HYBRID WORKING- 3 days a week office based, Hounslow House

Description

As a Resident Experience Officer, you will act as the first point of contact for all customers (residents, employees and members) accessing Hounslow services via a multi-channel environment

Specific accountabilities for the role:

>Provide information, assistance and guidance to residents, businesses and partners working across multiple channels. Support first point of contact resolution using your knowledge and experience to understand their needs, and correctly interpret the information available.

> Signpost customers to other agencies when services are not available through the Council. Take a holistic approach to understanding an individual/families circumstance, ensuring an early help and prevention intervention is provided where required.

> Provide accurate advice to residents on the services handled by the service and the correct service level agreements for resolving enquiries across the Council.

> Complete digital assistance, supporting individuals to register online accounts, search for information on the website/Hounslow Connect, complete requests for information, applications for services and logging/tracking

>Process transactions and manage service requests in accordance with Service Level Agreements, i.e. taking bookings and payments, simple assessments, etc, accurately logging details onto various systems.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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