Repairs Customer Advisor - Eastbourne

Repairs Customer Advisor – Eastbourne (Temp Vacancy)

Pay Rate: £10.61ph

Full-Time (37 hours)

Job Purpose:

• Provide excellent customer service at the first point of contact.
• Resolution of customer issues and requests.
• Raise and issue repairs to contractors.
• Provide accurate advice and guidance.
• Facilitating customer access to services and information by enabling and encouraging digital channels.

Accountabilities:  

• Interacting with customers across multiple channels: face to face, phone, letter, email, via customer portal and self-service channels and a range of social media channels.
• Act on contact
• Referring to other systems when necessary to resolve requests.
• Reviewing and moderating reports and requests, proactively managing and resolving them where possible or referring them to the relevant team or contractor using scripts and processes when required.
• Carrying out a range of other related duties (e.g. making service bookings, taking and processing payments, such as council tax, business rates, rents etc. capturing statistical data or sending correspondence).
• Answering a range of general enquiries across all council services
• Sending information sheets, guidelines and website links to customers.
• Taking the customer’s full story into account when giving advice, provided by the single view of the customer in their Golden Customer Record.
• Identifying and escalating complex cases and inconsistencies as appropriate
• Providing technical advice to customers having difficulties using My Account or the self- service channels.
• Proactively market the benefits of digital and self-service and social media channels to all customers.
• Demonstrating and coaching customers in the use of self-serve channels, including rostered floor walking to enable queue management and to encourage and assist customers with the self-serve terminals.
• Capturing email addresses and telephone numbers into the contact record where possible and actively encouraging customers to tell us how they prefer to be contacted.
• Ensuring all correspondence relating to a customer is imported into their contact record or relevant case to maintain and build the Golden Customer Record.
• Supporting customer enabling and self-serve by observing peaks or trends in interaction types and spotting opportunities for the council to initiate further enabling and self-serve. This could involve championing own ideas, participating in multi departmental teams or project teams.
• Providing an efficient digital mail room service for all inbound and outbound correspondence. Digital mail room functions also include scanning, indexing and folding of letters.

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