Customer Services Advisor various 24 hour shifts

www.findapprenticeship.service.gov.uk - Jobboard; Sunderland; On-site; GBP 10,000 - 40,000; Full time

Job summary

A customer service consulting firm based in Sunderland is seeking a Customer Enabling Services Advocate to manage Telecare alarms and coordinate customer support in a vital 24/7 service. Applicants must have strong communication skills and experience in customer service, particularly in a telecare environment. This role offers flexible hours, a starting pay of £13.26 per hour, and opportunities for shift allowances.

Qualifications

• Experience responding to enquiries using telephone, web and email.
• Ability to effectively use a computer to prepare documents and record information.
• Experience in a telecare or similar support environment is desirable.

Responsibilities

• Handle Telecare alarms and coordinate support for customers 24/7.
• Provide information and guidance to customers through various channels.
• Act as the ‘front door’ for the Council to effectively resolve enquiries.

Skills

Communicating effectively

Customer service

Data input and management

Listening and responding to needs

Working at a fast pace

Job description

What's involved with this role:

Customer Enabling Services Advocate - Customer Services and Call Centre
Sunderland ref 5273202

£13.26 per hour PAYE

Various hours available 24 hours a day. Attracts Night Rate and Shift Allowance, dependant on hours worked

You will be responsible for handling Telecare alarms , providing reassurance , and co-ordinating appropriate support for customers which is a 24/7 service. This is a vital role in ensuring the safety and wellbeing of those who rely on services. Experience in telecare or similar support environment is desirable and familiarity with Jontek system would be beneficial.



Key accountabilities:

Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.
Communicate, verbally and in writing, specific knowledge of council and partner services to resolve enquiries at the first point of contact.
Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.
Act as the ‘front door’ for the Council and partners, including the City Hall meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT.



Key criteria:

Experience responding to enquiries using telephone, web and email
Listening and responding to customer needs, acting upon and processing service requests.
Communicating -able to share and obtain verbal and written information and have dialogue with others either in person or over the telephone
Working within set policies and procedures to make sure customers have a good experience by receiving excellent customer service
Ability to work at a fast pace, copes well with higher levels of workload
Able to effectively use a computer to prepare documents, record information, input data and use IT systems to develop and maintain customer information and statistical data



How to Apply

Quote the Job Title and Reference Number in your application.
Submit your CV in Word format.
Applications are reviewed on a rolling basis—early submission is recommended.



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If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.



Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.





Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.



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Job Ref: Sunderland 5273202


Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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