Customer Service Advisor
Civica
- Leeds
- Temporary
- Full-time
- To provide a service via telephone, ensuring that calls are answered in an appropriate manner and in-line with company policies.
- To act as an advocate for the customer, liaising between the customer and the service area.
- To provide resolution at the first point of contact wherever possible.
- Provide information, advice and services to customers on behalf of the relevant local council, its partners and other local/national agencies.
- To access eligibility for a range of benefits and services, identifying associated services as appropriate.
- Take responsibility for resolving queries and completing the arising actions on behalf of the customer, progressing and chasing when required.
- Ensure that a full accurate electronic record of all customer interactions is maintained.
- A high level of communication skills - the ability to provide detailed information and advice in a clear and positive manner
- IT skills - ability to use a range of packages to provide, record and analyse information
- Creative approach to problem solving - able to investigate information from a range of sources
- Knowledge of admin systems such as IT, web, telephony systems
- The ability to seek out and understand the needs of customers, taking ownership and appropriate action in an ever changing environment
- The ability to recognise the diversity of customers, identifying and assessing needs and tailoring services when necessary whilst demonstrating tact and diplomacy
- The capability to demonstrate at all times high standards of personal, professional and ethical behaviour
- A high level of integrity when dealing with sensitive or confidential information
- The ability to work within a team, maintaining team spirit and team success
- The ability to proactively identify and make practical recommendations for service improvement
- Self-motivated
- Aptitude and desire to provide excellent customer service