Customer Service Agent - Islington

Customer Service Agent – Islington (Temp Vacancy)

Pay Rate: £21.60ph

Full-Time (37 hours)

Job Purpose:

• Ensuring our workforce is representative of the people we work on behalf of, our residents
• Creating equitable working environments and diverse teams
• Understanding our residents in order to design and deliver services that help tackle inequality and improve life chances for our residents 
• Getting to know people and their differences
• Interpreting issues and concerns from a cultural perspective and address situations or problems from the points-of-view of multiple cultures
• Supporting people with long-term health conditions and/or disabilities 
• Recognising the value of flexible working to support staff where possible

Accountabilities:  

• Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
• To partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count. 
• To work collaboratively with other services to embed prevention and early intervention into our approach to ensure those with more complex needs are provided with a wraparound support package. 
• To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy. To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with more complex needs.
• To deal with all customer interactions in a polite, friendly and efficient manner.
• To use the relevant technology systems to provide high quality accurate advice.
• To be readily identifiable as an Access Islington Advisor. To comply at all times with the dress code and/or to wear the uniform provided.
• To maintain records and produce statistics where necessary.
• To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales.
• To monitor personal performance in terms of agreed personal work targets.
• To comply with the Council’s policies and procedures and ensure the confidentiality of customer information.
• To attend training relevant to the purpose of the role.

We offer:

• 24 hour one on one specialist consultant based within your geographical area
• 4Recruitment Services Employee Benefits Programme
• Our own dedicated payroll support ensuring you get the full benefits of your payment

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  parbejm@4recruitmentservices.com