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Job Title: Complaints Investigator Locations: London W6, Contract Type: 3 months temporary Work Pattern: Monday-Friday 35 hours per week Start Date: ASAPThe Role Summary
This is a hybrid role with minimum of three days in the office.
We are looking for a skilled and empathetic Complaints Investigator to join our team and play a pivotal role in ensuring fair and impartial complaint resolutions.
You will take ownership of complaints from start to finish, conducting thorough investigations and delivering high-quality responses that meet regulatory standards.
This role requires strong communication, organisational, and problem-solving skills, as well as a customer-focused approach to ensure a positive outcome for all parties involved.
Your key duties within the role will include:
Provide outstanding customer service when interacting with complainants via correspondence, phone, or in person, adhering to service standards and meeting diverse customer needs.
Demonstrate a commitment to resolution-focused service, striving to resolve complaints effectively at the first stage.
Take ownership of complaints from initiation to closure, keeping customers regularly informed about progress.
Conduct comprehensive investigations using all available information and documentation, ensuring fairness and impartiality in your approach.
Acknowledge and resolve complaints by project-managing high-quality responses tailored to the individual needs of customers.
Address and resolve complex, ongoing complaints with a proactive and solution-oriented mindset.
Prepare detailed documentation for stage 2 reviews, providing expert guidance to facilitate swift resolutions.
Draft high-level written responses that align with regulatory guidelines and standards for complaint handling.
Process and issue compensation payments promptly, ensuring adherence to established service standards.
Maintain accurate and detailed records of all interactions and updates related to complaints in the CRM system.
Key requirements
Proven experience in complaints handling, customer service, or a similar role.
Sound understanding of regulatory timescales and deadlines for complaint resolution.
Strong written and verbal communication skills, with the ability to draft clear and professional correspondence.
Exceptional organisational skills and the ability to manage multiple cases simultaneously.
Empathy and a customer-focused approach, with a commitment to understanding and addressing customer concerns.
Attention to detail and the ability to analyse complex information to reach fair outcomes.
Proficiency in using CRM systems and maintaining accurate records.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk ....Read more...
Type: Contract Location: Hammersmith and Fulham, England
Salary / Rate: Up to £21.83 per hour
Posted: 2024-11-20 08:26:37
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Job Title: Customer Service Advisor Salary: £12.83 P/H PAYE (Inclusive of Holiday Pay) | £14.24 P/H LTD Umbrella Hours: 37 Hours Per Week Type: Temporary Ongoing Location: Stoke, ST1 Start Date: ASAP Work Pattern: Monday - Friday | 09:00am - 17:00pm Are you dedicated to delivering outstanding customer service and looking for a meaningful role within a supportive team? As a Customer Service Advisor, you'll play a vital part in our client's Housing and Customer Services Directorate, where you'll engage directly with the public in both telephone and face-to-face settings.
Join us in ensuring that every interaction contributes to a positive customer experience and meets our service quality standards. Key Duties and Responsibilities:
Address a range of specific and general inquiries from the public, internal departments, and external agencies, aiming for resolution at the first point of contact.
Process customer payments through multiple channels, including cash and cheque, while maintaining compliance with audit standards.
Operate various computer systems, including CRM, advanced telephony, and alarms, to facilitate efficient customer interactions.
Support customer inquiries across multiple channels, including online and text-based platforms.
Compile statistical data and reports to assist in service evaluation and improvement.
Actively participate in keeping administrative systems and procedures up to date.
Report technical faults with equipment to ensure continuous service.
Provide flexible shift coverage to maintain core service hours as needed.
Support equalities, data protection, and health and safety policies to uphold customer and data security.
Qualifications and Experience:
Previous experience in a customer service, call center, or similar environment with a focus on quality customer care.
Proficiency in computer applications, including CRM systems, word processing, and telephony technology.
Strong communication, listening, and interpersonal skills with an empathetic and calm demeanor in challenging situations.
Organizational skills to manage a diverse workload in a fast-paced setting.
Flexibility to adapt to changing service demands and the ability to work effectively within a team.
If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.jones@servicecare.org.uk ....Read more...
Type: Contract Location: Stoke-on-Trent, England
Start: ASAP
Duration: Ongoing
Salary / Rate: Up to £12.83 per hour + PAYE Inclusive of Holiday Pay
Posted: 2024-11-14 09:27:26
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Job Title: Customer Service Advisor Salary: £12.83 P/H PAYE (Inclusive of Holiday Pay) | £14.24 P/H LTD Umbrella Hours: 37 Hours Per Week Type: Temporary Ongoing Location: Barnsley, S70 Start Date: ASAP Work Pattern: Flexible | Travel Required Our client is launching an important initiative to address the under-claimed Pension Credit in the area, running from October 2024 through March 2025.
We are looking for two enthusiastic Customer Service Advisors to join this project and support local residents in making successful Pension Credit claims.Key Duties and Responsibilities:
Host Drop-in Sessions: Provide in-person assistance at various Barnsley locations, traveling as necessary.
Engage with the Community: Actively connect with the public to raise awareness and offer support with Pension Credit claims.
Eligibility Checks: Use IT software to assess potential eligibility for Pension Credit.
Provide Application Assistance: Guide claimants on completing and submitting their applications.
Form Completion: Assist residents directly by completing Pension Credit forms as needed.
Appointment Coordination: Manage bookings for Benefit Advisors.
Team Support: Collaborate with the broader team on all aspects of the Pension Credit initiative.
Qualifications and Experience:
Education: 4 GCSEs (Grades 9-4) or equivalent qualifications; Level 2 Customer Services qualification preferred.
Experience: Demonstrated experience working with the public, providing guidance, and using digital tools to deliver services.
Skills: Excellent interpersonal skills, ability to engage with community members proactively, and proficiency with IT tools for data entry and assessment.
Full training will be provided to equip you with the knowledge and skills to support this vital community service.If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.jones@servicecare.org.uk ....Read more...
Type: Contract Location: Barnsley, England
Duration: Ongoing
Salary / Rate: Up to £12.83 per hour + PAYE Inclusive of Holiday Pay
Posted: 2024-11-13 14:30:46
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Internal Sales Support Executive£24,000 plus bonus Dover, KentMon – Fri 9:00 – 17:00Own Transport required due to locationNO COLD CALLINGContributory Company PensionBonus scheme Discount on Fuel, MOT and Car Services• Are you motivated by delivering great customer service? • Does developing client accounts and maximising their potential appeal to you? • Do you want to work for a successful company who will heavily invest in your career development through regular training and coaching?• Would you like to work in a role that has come about due to business growth? On offer for the Internal Sales Support Executive is the opportunity to work for a renowned and respected nationwide sales company in an exciting role where no two days are the same.
Our client is the market leader in the fuel card industry.
They have been trading since 1983 and are constantly expanding and improving.Your Skills: • Excellent customer service/customer retention background • Good experience of customer liaison by phone and email • Experience in business to business relationships • Negotiation and Account Management The Internal Sales Support Executive role would suit a keen individual with excellent customer service skills looking to take the next step in their career and develop their existing skills.Responsibilities: • Building client relationships with dedicated accounts• Speaking with clients and resolving queries • Identifying clients who are not using their account to the maximum and upselling where appropriate.
In this role you will use every engagement, be it by phone or email with the clients as an opportunity to positively represent the business.To find out more, please call Jane on 01304 200 329 Westin Par values diversity and promotes equality.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies, we are acting as an Employment AgencyDue to the high volume of applicants applying for all roles, we can only reply to candidates with the most relevant skills and experience.
If you have not heard back from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.Do not hesitate to contact us about this or any other roles. ....Read more...
Type: Permanent Location: Dover
Start: 2nd September 2024
Duration: Permanent
Salary / Rate: £24k per year + + Bonus
Posted: 2024-11-12 09:04:27
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Customer Services Advisor
Location: Hybrid - Sevenoaks, TN13 1AX Salary: £29,050 per annum (Full-time, Permanent) Hours: 37 hours per week (Mon-Thurs 8:00am-5:15pm, Fri 8:00am-5:00pm, shift pattern) Closing Date: 8:00am on 15 November 2024 Interview Date: Week commencing 18 November 2024
Purpose of the Role: As a Customer Services Advisor, you'll provide tailored, first-time solutions across all contact channels, ensuring customers receive exceptional service.
You will have the opportunity to make a real impact by delivering a positive, high-quality experience and actively listening to customer feedback to help continuously improve the service.
Responsibilities:
Deliver consistently excellent customer service through phone, email, social media, and web, aligning with service standards and customer service KPIs.
Personalize the service to meet each customer's unique needs, supporting diverse communities.
Manage challenging conversations and resolve complaints with professionalism and empathy.
Work collaboratively with colleagues, partners, and contractors to provide a seamless, joined-up service.
Embrace learning and development opportunities to keep your skills and knowledge current.
Promote digital service options to tenants, including the tenant portal and website.
Participate in training and workshops, applying best practices from the “Making a Difference” program.
About You:
Experience in customer service or contact center environments, with a commitment to making a positive difference.
Excellent communication skills across phone, email, live chat, and social media.
Confident using Microsoft Office and internal systems, with a willingness to learn new ICT tools.
Strong decision-making abilities and a solution-focused approach, especially in challenging situations.
Ability to work accurately and prioritize tasks in a fast-paced environment.
Understanding of equality and diversity principles in customer service.
What We Offer:
Competitive salary
Generous annual leave with an additional three days for Christmas
Company pension scheme, life cover, and health cash plan
Wellbeing grant and paid time off to volunteer
Hybrid working with an expectation of two-fifths office-based each week
....Read more...
Type: Permanent Location: Sevenoaks, England
Salary / Rate: Up to £29050.00 per annum
Posted: 2024-11-05 09:12:16
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Job title: Technical Customer Services Advisor Location: Chessington KT9 (Fully on site) Contract Type: Permanent Salary: £26,000 - £28,000Job Purpose Our client, a leader in gaming technology and customer support, is seeking a dedicated Technical Customer Services Advisor.
This role requires someone with hands-on technical expertise in hardware troubleshooting and repair, specifically with gaming systems, as well as a passion for delivering top-notch customer service.
The successful candidate will work on-site, handling customer inquiries globally and supporting product maintenance and repair.Key Responsibilities:
Provide technical assistance to a worldwide customer base via email and phone, utilising an internal knowledge base.
Process and track warranty claims to ensure efficient resolution.
Keep the CRM system up-to-date with accurate information.
Manage stock rotation and inventory in the warranty warehouse.
Coordinate with third-party repair services and manage outsourced repair tracking.
Participate in team meetings and company events, including occasional support at exhibitions or installations.
Maintain a safe, organised workspace and ensure equipment compliance with labelling standards.
Ideal Candidate:
Proven experience in hardware diagnostics, maintenance, and repair, especially with gaming electronics.
Strong communication skills for clearly explaining technical issues to customers.
Enthusiastic interest in gaming, with knowledge of industry trends.
Highly organised with solid inventory management skills.
Skilled at quickly analysing issues and implementing effective solutions.
Passionate about gaming and new technologies.
Stays current with industry trends and new game releases.
Customer-first mindset, ensuring smooth and positive experiences.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk ....Read more...
Type: Permanent Location: Chessington, England
Salary / Rate: £26000.00 - £28000.00 per annum
Posted: 2024-10-29 10:26:32
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Job Title: Repairs Administrator Salary: £15.67Location: Hammersmith and Kings Cross, London (on a 5-week rota: 3 weeks in Hammersmith and 2 weeks in Kings Cross) Contract: 2-month term for sickness cover Working Hours: Monday - Friday, 9 am - 5 pm (in-office, no remote work)
About the Role:
We're seeking a proactive Repairs Administrator to assist with the completion and smooth progression of day-to-day responsive repairs for our residents.
You will work on-site at our offices, ensuring a high standard of service delivery by coordinating repairs with efficiency and attention to detail.
The Ideal Candidate:
This role is perfect for someone who thrives in a fast-paced, hands-on environment and is motivated by delivering excellent customer service.
You should have strong organizational skills, a proactive approach, and be comfortable communicating with both residents and contractors.
Familiarity with repairs scheduling and a basic understanding of quotes and cost verification will be advantageous.
Key Responsibilities:
In this role, you'll be responsible for:
Managing Repairs Requests: Assist with initiating and progressing responsive repairs, ensuring they are completed efficiently and to a high standard.
Quote and Cost Verification: Carefully review and approve quotes, checking that contractor costs are fair, and ensure all completed work matches the initial request before processing payments.
Communication: Keep residents and internal teams informed of repair statuses, addressing questions and concerns promptly.
Documentation: Record all interactions and repair updates in Work wise, ensuring accuracy and consistency.
Triage and Prioritisation: Diagnose and prioritise repairs to allocate resources effectively, enhancing overall satisfaction.
Issue Resolution: Analyse quotes, invoices, and variation orders, ensuring accuracy and cost-effectiveness by referencing the Schedule of Rates (SOR).
Investigate repair issues as needed to prevent delays and recall unnecessary work.
What You'll Need:
Previous experience in a customer service or administrative role, ideally within repairs or property management
Excellent attention to detail and the ability to review and verify quotes and repair requests
Strong organizational and time-management skills to handle multiple repair requests
Confident communication skills, both written and verbal
Familiarity with repairs processes and systems (experience with Workwise is a plus)
Join Us:
This is a unique opportunity to contribute to a team focused on delivering excellent repair services for residents.
If you're organized, detail-oriented, and ready to support seamless repairs for our community, we'd love to hear from you! ....Read more...
Type: Contract Location: Brentford, England
Salary / Rate: £15.67 - £16.67 per annum
Posted: 2024-10-25 12:15:56
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Job Title - Service Charge Advisor
Location - Sittingbourne ME9
Contract - Temp
Hours - 35
Role summary - Are you passionate about providing top-notch customer service and supporting communities? This exciting opportunity allows you to play a vital role in transforming service charge delivery for a well-established organization.
Our client is looking for a candidate with excellent financial and communication skills, who is ready to contribute to their mission of delivering high-quality services.
Key Responsibilities:
Assist with the accurate calculation, construction, and issuance of service charge estimates and actuals, ensuring all legal and contractual obligations are met.
Provide outstanding customer support by addressing inquiries from service charge payers and proactively sharing relevant information and documentation.
Support the extraction of expenditure data and monitor service charge budgets for specific schemes.
Prepare and review invoices for external auditor certification.
Assist in process and system improvements, ensuring the accuracy of data across multiple systems.
Prepare documents for meetings with service charge payers and managing agents, providing clear and comprehensive information.
Requirements:
Strong customer service skills, with a focus on delivering satisfaction.
Excellent organizational skills, able to juggle multiple tasks and meet strict deadlines.
Proficient written and verbal communication abilities.
Financially literate, with excellent numerical skills.
Collaborative team player with a proactive approach to problem-solving and improvement.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an email to George.Westhead@servicecare.org.uk
....Read more...
Type: Contract Location: Sittingbourne, England
Salary / Rate: Up to £17.43 per hour + PAYE. LTD RATE - £20.81
Posted: 2024-10-23 12:09:24
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Job Title: Customer Service Advisor (Repairs & Enquiries) - Maternity Cover Location: Bristol BS4 Hybrid (Based on business needs) Salary: £13.93 PAYE (weekly pay) Contract: One-year maternity cover with potential for extension or permanent role Hours: Full-time, rota-based covering 8:00 AM - 6:00 PM
We are currently seeking a dedicated Customer Service Advisor to join our team for a one-year maternity cover position, with the potential for extension or a permanent opportunity. The Role: As a Customer Service Advisor, you will be responsible for handling customer and stakeholder enquiries related to housing repairs.
You will ensure repair requests are raised, prioritised, and resolved in a timely manner.
You will work closely with contractors and other teams to ensure the “right first time” completion of repairs and provide ongoing support to ensure high standards are met. This role operates on a rota basis to ensure coverage between 8:00 AM and 6:00 PM.
The position offers a hybrid working arrangement, with work-from-home options set by your line manager to ensure full training and business requirements are met. Key Responsibilities:
Respond to customer and stakeholder enquiries, ensuring compliance with council policies and procedures.
Accurately raise repair requests, prioritise them according to urgency, and ensure they are scheduled effectively.
Monitor the progress of repairs, liaising with operatives, surveyors, contractors, and customers to ensure timely completion.
Use mobile devices and council systems to track and report on job completions, providing feedback to trade managers and supervisors.
Make outbound contact with customers to schedule appointments and follow up on repairs enquiries.
Provide guidance and information to customers, contractors, and colleagues on repair issues.
Support the day-to-day operations of the customer service team, including administration tasks and assisting with project work when required.
Ensure excellent service is delivered consistently, aligned with Bristol City Council's core values and performance indicators.
What We're Looking For:
Proven experience in a call centre or customer service environment, ideally within housing or repairs services.
Strong communication skills with the ability to adapt to different customer needs.
Ability to remain calm and professional under pressure while handling multiple enquiries.
Previous experience using mobile devices and systems to monitor and track repairs.
A proactive and solution-oriented approach to customer service.
An interest in taking on a longer-term role, as the council is undergoing service changes that may create new opportunities.
What We Offer:
Competitive salary and benefits package.
Hybrid working arrangement (work-from-home days advised by your line manager).
Opportunities for development and career progression within Bristol City Council.
Initial one-year maternity cover with the possibility of extension or a permanent role.
....Read more...
Type: Contract Location: Bristol, England
Salary / Rate: Up to £13.93 per hour
Posted: 2024-10-22 11:49:36
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Role Overview
We are committed to providing safe, secure, and warm homes for all.
As the Head of Customer Contact - Repairs, you will lead our Repairs Contact Centre in Peterborough, ensuring customers receive an exceptional repairs experience.
You will manage a multi-channel contact centre, ensuring operational excellence, customer satisfaction, and continuous improvement in service delivery.
You will also work strategically to develop the future direction of the customer service team, ensuring alignment with Accent's broader goals of delivering outstanding housing services.
Key Responsibilities
Contact Centre Leadership: Oversee the day-to-day operations of the repairs-focused contact centre, ensuring all KPIs are achieved and that a high standard of customer service is consistently delivered across multiple communication channels.
Customer Service Excellence: Regularly review and assess performance, implementing strategies to maintain or improve service standards.
Handle customer dissatisfaction and minimise complaints by addressing issues promptly.
Strategic Development: Contribute to the strategic vision for the repairs contact centre, ensuring the service evolves to meet changing customer needs and industry standards.
Stakeholder Engagement: Collaborate closely with the Housing Hub and Customer Relations teams to ensure seamless service delivery across the organisation.
Engage with stakeholders across all levels to ensure service alignment and improvements.
Continuous Improvement: Drive a culture of continuous improvement within the team, identifying areas for service enhancement and implementing best practices to ensure the service remains cost-effective and value-driven.
Financial Oversight: Manage the budget for the repairs contact centre, ensuring financial performance is in line with organisational goals.
Contact Channels Expansion: Explore and implement new customer contact channels to meet evolving customer preferences and enhance the customer experience.
Emergency Response: Be available for consultation on emergency repair issues outside of normal office hours.
Key Skills & Experience
Extensive Contact Centre Management Experience: Proven experience managing a contact centre in a multi-channel environment, ideally in a repairs or housing context.
Experience with Responsive Repairs: Hands-on experience managing a responsive repairs service, with a strong understanding of housing and repairs operations.
Customer Service Focus: A track record of delivering excellent customer service and handling high-volume, sensitive, or complex customer interactions.
Strategic Leadership: Ability to develop and implement strategic plans, ensuring the contact centre aligns with broader organisational goals and adapts to customer needs.
Team Leadership & Development: Experience managing large teams and multi-disciplinary networks, with a focus on people development and training.
Financial Acumen: Strong awareness of financial management within a contact centre environment, ensuring services deliver value for money.
Knowledge of Social Housing: Familiarity with the current challenges and issues within social housing, and a passion for improving customer outcomes.
Technology Proficiency: Experience with contact centre technologies, ICT systems, and telephony systems.
An understanding of emerging digital contact channels and their integration is advantageous.
....Read more...
Type: Permanent Location: Peterborough, England
Salary / Rate: Up to £62843.00 per annum
Posted: 2024-10-17 10:49:08
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Job title: Customer Contact Advisor Location of the job: Yeovil Contract type: Temporary ongoing 3 months Weekly hours: 37 Working hours and breaks: Hybrid Start date: ASAP Salary: £16.18 PAYE InclusiveCustomer Service Advisor Are you looking for a role where you can make a real difference, even if you have no previous customer service experience? We've got you covered! We provide all the training and ongoing support you need to help you excel in your role. Join our busy Contact Centre where you'll engage with customers via phone, webchat, or email, providing excellent service every time.
Whether the query is simple or complex, you'll take full ownership, get to the heart of the issue, and find the right solution for each customer.
This is your chance to be part of a team that values empathy, creativity, and customer satisfaction. What We're Looking For:
Customer Champion: You go the extra mile for our customers, delivering outstanding service each and every time.
Challenge Lover: You enjoy meeting targets and pushing yourself to achieve even more.
Problem Solver: You love thinking outside the box and finding creative solutions to tricky situations.
Team Player: You thrive in a collaborative environment, working closely with colleagues to deliver a first-class service.
Continuous Improver: You're always on the lookout for ways to improve processes for both colleagues and customers.
Tech-Savvy: You're quick to get up to speed with new systems and are confident in using a variety of computer tools.
Resilient Under Pressure: You keep a cool head in challenging situations, turning problems into positive experiences for our customers.
Why Join Us? In this role, you'll be on the front line of the customer experience, ensuring every interaction is positive and meaningful.
You'll have the opportunity to make a genuine impact on people's lives, and you'll play a key part in driving the business forward by keeping customers at the heart of everything we do. If you're ready to take on a new challenge, love helping people, and want to make a difference - we'd love to hear from you! ....Read more...
Type: Contract Location: Yeovil, England
Salary / Rate: Up to £16.18 per hour
Posted: 2024-10-16 11:49:34
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Job Title: Customer Service Advisor Salary: £12.83 P/H PAYE (Inclusive of Holiday Pay) | £14.24 P/H LTD Umbrella Hours: 37 Hours Per Week Type: Temporary Ongoing Location: Barnsley, S70 Start Date: ASAPWe are seeking a dedicated Customer Service Advisor to join our client's team at a Local Authority.
This role is essential in delivering a high-quality, customer-focused service by adopting a digital-first approach across multiple communication channels.Key Duties and Responsibilities:
Respond to customer inquiries through telephony, face-to-face interactions, email, web chat, and social media while adhering to Digital First principles.
Accurately analyze and interpret customer information to make informed decisions.
Maintain awareness of key legislation, policies, and procedures impacting service delivery.
Communicate effectively with internal and external stakeholders, including managers, employees, Elected Members, and the public.
Provide a positive, efficient, and friendly customer experience, even in challenging situations.
Handle complaints professionally, demonstrating resilience in a demanding environment.
Encourage the use of digital self-service channels and support the Council's digital transformation.
Undertake general financial administration and support service requests.
Work collaboratively within the team, contributing to overall performance targets and training support.
Qualifications and Experience:
4 GCSEs (9-4) or equivalent, or a relevant Level 2 qualification (essential)
Experience working with the public and providing advice, support, and guidance (essential)
Strong knowledge of data protection and customer service standards (essential)
Excellent communication and negotiation skills, with the ability to handle sensitive situations professionally (essential)
Ability to work flexibly as part of a team and maintain a calm demeanor under pressure.
If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.jones@servicecare.org.uk ....Read more...
Type: Contract Location: Barnsley, England
Start: ASAP
Duration: Ongoing
Salary / Rate: Up to £12.83 per hour + PAYE Inclusive of Holiday Pay
Posted: 2024-10-10 16:40:51
