Customer Service Advisor - Gosport Borough Council

Portsmouth City Council; Forton; On-site; GBP 10,000 - 15,000; Part time

Job summary

A local government authority in Forton is seeking a part-time Customer Services representative to join their friendly team. The role includes various responsibilities, such as managing the reception, processing calls, and handling postal duties. The ideal candidate will have strong customer care skills and basic PC proficiency. Emphasis is on responsiveness and professionalism when interacting with the public, alongside essential cash handling experience. This part-time position offers flexible working hours from Monday to Thursday.

Qualifications

• Experience dealing with the public and providing customer service.
• Basic keyboard skills for data input and retrieval.
• Ability to communicate clearly in person and over the telephone.

Responsibilities

• Receive visitors in a welcoming manner.
• Process incoming calls courteously and professionally.
• Assist with the collection and receipting of income.

Skills

Customer care skills

Good interpersonal skills

Basic PC skills

Cash handling skills

Numeracy skills

Education

Qualification in reception work/customer care/business administration

Job description

Our Customer Services team are looking for someone to join our small, friendly team to deliver front line services that cover main reception, cashiers counter, the contact centre and post room. You will be the first point of contact for our customers, both in person and on the telephone., 16 hour week, Monday, Tuesday, Wednesday & Thursday, in accordance with the Council's scheme of flexible working hours., Reception

Responsibilities

Reception

• To receive visitors in a warm and welcoming fashion.
• To be the first port of call for visitors responding/directing to the most appropriate resources to deal effectively with enquiries.
• To log visitors on the appropriate systems.
• To book appointments in our service desks.
• Maintain an open reception area to avoid congestion/poor image.
• Maintain the supply of publicity material in the reception area and remove outdated publications.

Call Centre

• To process incoming calls courteously and professionally.
• To listen and give clear advice.
• To respond or direct to the most appropriate resource.
• To take payments for multiple departments.
• To establish priorities between calls.
• To transfer calls explaining your actions and potential reasons for delays.

Post Room

• To receive incoming mail, and sort into departmental pigeonholes as necessary.
• To receive mail from departments, sort and record mail in accordance with the correct postal rate ready for collection by the Post Office.
• To collate and deliver mail to the Councillors lockers.

Cash Desk

• To assist with the collection and receipting of approved income due to the Council.
• To ensure all monies received are recorded correctly.
• To carry put basic diagnostic, repair and maintenance work of cash receipting printers.

General

• Report any system faults.
• To maintain good working relationships with colleagues, staff and Members of the Council.
• Deal with difficult customers and liaise as necessary with the Senior Customer Services Advisor and Civic Officers.
• To undertake other tasks, as authorised, on behalf of other Council services.
• Additional tasks may be required to assist other teams, such as enveloping bulk mailing.
• To assist in Emergency Planning exercise.
  You should have experience with dealing with the public and have basic PC skills in order to input and retrieve information so that you can deal with enquiries. Training will be provided in the use of our switchboard and customer service IT systems., We are looking for someone who can provide a courteous, helpful and effective reception, call centre, postal and cashiering service to the customers and employer.
• The post holder will be able to converse at ease with customers. Being able to provide advice in accurate spoken English is essential. The post holder must maintain the confidentiality of information coming to their attention during the course of employment.

Qualifications

• Has basic computer keyboard skills for input purposes and information retrieval.
• Has good numeracy skills.
• Has experience of cash handling and recording.
• Has good interpersonal skills.
• Has the ability to use a PC.
• Has excellent customer care skills.
• Has ability to converse and comprehend information and provide advice in accurate spoken English.
• Has ability to converse and comprehend information and provide advice in accurate spoken English.
• Has experience of dealing with the public.
• Has the ability to use a PC.
• Has the ability to communicate clearly on the telephone and in person.
• Has the ability to use initiative and work under pressure.
• Has the ability to deal with a variety of people in difficult situations.
• Who has a willing and enthusiastic approach to training.
• Is flexible and able to cover other staff member's absences.
• Who has a calm and professional approach.
• Is responsible and reliable.
• Is a good team worker.
• Has an understanding of Equality & Diversity
• Has an understanding of GDPR.

Desirable but not essential:

• Has a qualification in reception work/customer care/business administration.
• Has experience of working on a switchboard or call centre environment.
• Has experience of working on reception.
• Has experience of cashiering.