Senior Customer Service Advisor - Cambridge City Council

Cambridge City Council - Senior Customer Service Advisor / Training Support Officer (Housing)

Location: Mandela House, 4 Regent Street, Cambridge, CB2 1BY

Contract: Initial Contract to 2nd April 2021

Hours: 9:00am – 5:00pm / Monday to Friday

Payrate: £15 an Hour

Job Purpose:

To effectively provide a high-quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels. 

Assist the team leader in guiding, coaching, mentoring and training team members. To handle more specialist enquiries as designated.

MAIN DUTIES:

Participate in a rota to cover the general reception desk, front service desks and telephone workstations, providing cover across the service centre as daily demand requires.

To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme.

Record accurate and timely statistical information

Actively recognises the need for customer confidentiality

Liaise with all other Council sections and departments to ensure handover of actions as necessary

To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards

Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service

Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries

Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments

Work as a flexible and effective team member supporting other service centre team members with their queries as necessary

Proactively stay abreast of technical, professional, product and service developments

Participate in the Council’s performance management processes

Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction   

Assist in training/mentoring of new staff giving advice and guidance as required

In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries

Will be required to rotate/provide cover through the designated specialist areas of work

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