Customer Services Representative

Job Title: - Customer Services Representative

Base Location: Wyvern House the Drumber, Winsford, Cheshire, CW7 1AH

Job type: - 3-month

JOB PURPOSE:

To work as part of a multi-functional integrated team, making and receiving enquiries by telephone, e-mail, social media and other contact methods, based at the Council's Contact Centre in Winsford, Taking appropriate action to provide an efficient and effective customer experience and act as an intermediary between the customer and service areas. This role in particular relates to an upcoming project by the council's Waste Management team relating to HWRC (Household Waste Recycling Centre) vehicle registration.

The position will be responsible primarily (but not exclusively) for handling incoming contacts to ensure residents are able to access Council services and provide information to residents and also, when required. We are looking for individuals that will be part of a friendly team that is focussed on providing fantastic service and proving added value to the local community.

1

To provide information, advice and services to residents on behalf of .

2

To efficiently and effectively use information technology including a Customer Relationship Management system, MS office applications, call centre technology and the internet as well as shape its development in order to record and maintain an electronic record of customer details and their service requests

3

To provide information, advice on services of the council, external agencies and organisations.

4

To take responsibility for resolving queries or completing action arising from customer enquiries to act as an advocate on behalf of the customer

5

To work as part of the Customer Services Team to provide a cohesive service to the customer

6

Flexible approach to working arrangements, including shift work between 8am and 7pm.

NOTE

Notwithstanding the detail in this job description, the job holder will undertake such work as may be determined by the Manager from time to time, up to or at a level consistent with the Principal Responsibilities of the job.

This role is designated as:

Hybrid: Workers spend the majority of their time on site or in client visits. They will work in a specified Council office between site visits and may also work from home on an occasional or more frequent basis.

Many services and customers span across the Borough and therefore you may be required to work at any location in .

PERSON SPECIFICATION

Qualifications

Qualifications:

Essential: Functional Maths and English, Confident Microsoft Office user

Desirable: NVQ level 2 in Customer Services or equivalent, Microsoft office skills.

Required Experience:

Excellent communication skills with the ability to effectively engage with customers and colleagues (internal and external)

Experience of working in a Contact Centre or face to face environment with the experience of multi-channel contacts(desirable)

Excellent attention to detail

Excellent time management

Flexibility

Experience

Essential

Experience of working in a front facing role

Desirable

Customer Service Experience

Job Related Knowledge

Essential

General knowledge of local authority services

Desirable

Training will be provided on the job

Skills and Aptitudes

Essential
Excellent interpersonal skills

Communications skills are all levels

Problem Solving

Adaptability

Team Collaboration

Desirable

Conflict Resolution

Other Requirements

Essential

The ability to converse at ease with customers and provide advice in accurate spoken English

Required to work evenings/weekends

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.