Contact centre Advisor - Basingstoke and Deane BC

Contact centre Advisor - Basingstoke and Deane BC

Location: Civic Offices, London road, Hampshire, RG21 4AH

Contract:  initial 11 -month contract with possible further extension

Hours: 37 hours per week

Pay: £10.21per hour (depending on experience)

Job Purpose: 

To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, payments and complaints are resolved at the first point of contact.

The primary purpose of the role is to: 

• To assess and resolve enquiries, requests, and complaints to ensure that customer enquiries are resolved at first point of contact unless specialist knowledge or further investigation is required.
• To use sound judgement and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed performance indicators, service level agreements and quality standards to maximise customer satisfaction.
• To receive and process payments made to the council and to resolve queries within agreed processes.
• Provide a comprehensive information service to the public, advising on services available from and the policies and procedures of the borough council. Also advising on services available from the County Council and other agencies which will resolve or inform the needs of the customer.
• Maintain electronic databases with information given, services requested, and complaints made to ensure accuracy of information and efficiency when dealing with customers.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer. To discuss this vacancy or other vacancies in your area please contact Deanna Clarke on 020 8514 9152 or Email DeannaC@4recruitmentservices.com