Customer Service Assistant
2 days ago
Wisbech
Customer Service Assistant- Cambridgeshire County Council– PE13 2JD 3 months 37 Hours Per Week I am currently representing Cambridgeshire Country Council are offering an initial temporary contract for a period of 3 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience. We are looking for Customer Service Assistant at Awdry House, Ramnoth Road, Wisbech, Cambridgeshire, PE132JD The hours are Monday - Thursday 8.45am - 5pm and Friday 8.45am - 4.30pm. Awdry House, Ramnoth Road, Wisbech - office based only, no hybrid opportunities. Shortlisted CV will be invited to an assessment (writing) and if successful face to face interview. Key Accountabilities * Deliver a professional, customer-focused reception service, managing a wide range of duties and ensuring enquiries are resolved in line with the council’s Customer Service Standards. * Provide an efficient and effective multi-channel customer service experience for all enquiries—both internal and external—across a range of services, ensuring compliance with agreed performance standards set by service level agreements. Handle urgent matters promptly. * To possess an understanding of the purpose and objectives of the Customer Services team, evidencing the ability to contribute to this goal and act as one team with contact centre colleagues. * Identify specialist enquiries and promptly redirect them in line with operational procedures and business rules, ensuring a satisfactory outcome for the customer, including those who may be vulnerable. * To ensure all customers are dealt with courteously, fairly and without prejudice, including liaison with external organisations to ensure non-English speaking customers are responded to equitably and provided with relevant information. * Contribute to the development of the site and quality of services offered by maintaining and building effective working relationships with building occupiers, other CCC customers (courier/postal services), such as Facilities Management. * Maintain responsibility for a dedicated administrative workload to stated standards and timescale, in support of the end-to-end delivery of services delivered by Customer Services. * To contribute to the on-going development and improvement of service quality and standards. Requirements * English GCSE at Grade C or above or proven literacy skills * NVQ in Customer Service- Level 2 or equivalent * Confident understanding & application of Customer Service principles and procedures * A customer service background with proven experience of interacting with customers face to face, online and by telephone. * Demonstrable customer focus with a commitment to work towards a relevant professional qualification. * Working understanding of Windows & Microsoft packages (including: Word, Excel, E-mail, Power Point, Internet) * Understanding a requirement for confidentiality * Knowledge of office systems/procedures * Knowledge of Council policies & procedures * Experience of local authority working * An understanding of legislation and guidance on Data protection and discrimination