Customer Service Adviser - Adur District Council

Adur District Council – Council Tax Customer Service Adviser

Location: Floor Contact Centre, Worthing Town Hall, BN11 1HA

Contract: Initial one month contract with possible further extension.

Hours: Full Time 37 Hours a Week – Monday to Friday – 9:00am to 5:00pm

Payrate: £19 an Hour

Description:

This role will be answering telephone calls coming through on our Council Tax call streams to cover our busy billing period. 

Main duties, tasks and responsibilities of post holder

Provide excellent service when dealing with customers, in accordance with the Council’s customer service standards.

Ensure customers receive a warm, welcoming, professional service and are provided with a contact name for any further action associated with their enquiry.

Develop and maintain good general knowledge of the councils’ computer systems, digital platforms, software systems and applications,

in particular the council tax Academy system in order to record and answer customer enquiries quickly and accurately. Be ready to access a range of systems simultaneously or in sequence as required.

Take ownership and responsibility for resolving enquiries at the first point of contact whenever possible.

Advise the customer on next steps, so that their expectations are managed and the need for further contact regarding the same query is reduced.

Acknowledge issues that the council cannot resolve and signpost the customer to alternative support providers when possible.

Contact our service providers/partners in a positive and constructive manner arranging for their input and/or action in resolving queries.

Promote to customers the alternative means by which they can access information or request actions e.g. make them aware of self-service online options as these are developed.

Guide and assist customers to shift contact channels and be ready to support multi-channel access by liaising with customers via webchat, e-forms, phone, face to face contact and social media as appropriate.

Ensure that enquiries of an urgent, contentious or complex nature are referred to a service specialist or to a more senior member of the Customer Services team or as otherwise prompted by escalation procedures.

Meet/exceed all applicable performance targets/key performance indicators in relation to enquiry handling and adviser productivity.

Participate in all training and coaching offered in these areas and be responsive to new ideas and changing circumstances e.g.

the introduction of alternative contact channels such as online applications/web chat etc and/or increased use of floor walking to proactively greet and triage customers who visit the councils in person.

Continually seek to develop knowledge of the Council's functions and roles, sharing and using this service knowledge to enable an efficient and effective delivery of customer service across the team and all services.

Carry out administrative and follow up tasks required in order to resolve customer enquiries.

Promote the recovery of council tax for the councils. Without referral, negotiate and record recovery payment plans with customers to ensure council tax debt is managed within set parameters.

Be proactive in identifying any potential risks from and to customers accessing the customer service team, and to escalate any issues through the agreed channels.

Post holders will regularly talk to vulnerable customers and will be trained on how to identify safeguarding issues and how to flag safeguarding concerns with relevant council staff.

Contribute to identifying and implementing customer service improvements, via participation in customer satisfaction/survey activities and/or via participation in other customer service initiatives and projects. to the postholder.

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 Nana Kyeremeh on 0208 514 9137 or Email nanayawk@4recruitmentservices.com