Customer Service Advisor

South Kesteven District Council; Grantham; On-site; GBP 26,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their team. In this role, you will provide high-quality service to customers, ensuring timely and efficient responses to inquiries. Your responsibilities will include managing customer interactions across various channels, utilizing IT systems for effective inquiry management, and promoting self-service options. This is a fantastic opportunity to contribute to a vital community service while developing your skills in a supportive environment. If you are passionate about customer service and want to make a difference, this role is perfect for you.

Qualifications

• Experience in providing high-quality customer service across various channels.
• Proficient in utilizing IT systems for managing inquiries and customer interactions.

Responsibilities

• Provide effective customer service and manage inquiries through various channels.
• Record customer interactions in the CRM and assist in resolving complaints.

Skills

Customer Service

IT Systems Management

Communication Skills

Problem-Solving

Tools

Customer Relationship Management System (CRM)

Job description

Hours: 1 x 30 Hours per week, 1 x 35 Hours per week

Salary: Up to SK7 (£25,974 per annum pro rata) following probationary period.

Contract: Permanent

Job Responsibilities

1. Provide high-quality, multi-disciplined, and effective customer service, ensuring timely, accurate, and efficient responses to inquiries. Note that duties may vary without changing their general nature or responsibility level.
2. Receive and assist customers visiting or contacting the Council via any communication channel, adhering to the Customer Service Standards.
3. Offer customer services across various functions on behalf of the Council and partner organizations as needed.
4. Record all contacts in the Customer Relationship Management System (CRM). If unable to resolve an inquiry, identify appropriate service specialists and transfer the inquiry to the ‘back office’.
5. Interpret customer inquiries to determine the correct management approach, which may include signposting, partial, or full resolution.
6. Utilize comprehensive IT systems to manage inquiries, access information, and update customers on outstanding issues. This may include access to and updating of administrative systems in ‘back office’ sections.
7. Encourage and promote the use of self-service options, supporting customers in utilizing these face-to-face and over the phone in a call center environment.
8. Act as an ambassador for the customer service centre and South Kesteven District Council, liaising with staff, senior management, Councillors, the public, and other agencies.
9. Proactively assist in resolving complaints, including recording them in the CRM database and advising customers on applicable Complaints Procedures.

This role is not politically restricted.