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Wax Recruitment Ltd; Ormskirk; On-site; GBP 114,000 - 151,000; Part time

Job summary

St Helens and Knowsley Teaching Hospitals NHS Trust in Ormskirk seeks an Office Customer Service Advisor to provide the first point of contact for West Lancashire Borough Council enquiries. Role covers telephony from the Ormskirk Centre and face-to-face from Skelmersdale/Ormskirk Customer Service Points, with a strong focus on resolving customer issues.

Contract is for 8 weeks with shifts across 8:30–16:30, 9:00–17:00 and 9:30–17:30, five days a week.

Qualifications

• Customer service experience in a public sector environment.
• Ability to handle telephone and in-person enquiries.
• DBS required with 3 years references.

Responsibilities

• Provide an efficient and streamlined service to customers and be the first contact point for enquiries.
• Deliver service via telephony from the Ormskirk Contact Centre and face-to-face from the Customer Service Points.
• Respond to queries and determine the required service to resolve issues.
• Liaise with management and staff to ensure queries are dealt with efficiently.
• Support visitors, customers and colleagues with professionalism and learn new processes.
• Interpret queries and act as advocate to provide timely solutions.
• Coordinate with other staff and external organisations as needed.

Skills

Customer service

Telephone handling

Face-to-face interaction

Job description

Location: 52 Derby Street, Ormskirk, Lancashire, L39 2DF, West Lancashire Borough Council

Salary: £13.63 per hour

DBS Required

This is for a period of 8 weeks which will be reviewed throughout the period. The hours of work are shifts between 8:30 - 16:30, 9:00 - 17:00 and 9:30 - 17:30 Monday to Friday. There are 2 offices based in Ormskirk and Skelmersdale.

• To provide an efficient and streamlined service to customers of West Lancashire Borough Council and be the first point of contact for all service enquiries.
• To provide this service via telephony from the Contact Centre in Ormskirk and face to face from the Customer Service Points in Skelmersdale and Ormskirk.
• To respond to face to face, telephone and electronically delivered queries to the Customer Services section, establishing which service is required and ensuring that customer issues are resolved.
• To liaise and consult with management members and staff within teams to ensure service related queries/issues are dealt with in an efficient and effective manner.
• To support visitor, customers, and colleagues across the Council with the utmost professionalism and with a willingness to learn new processes and systems.
• To interpret queries/problems generated by customers and to act as their advocate in providing appropriate and timely solutions.
• To liaise with other council staff and outside agencies / organisations as necessary.

PLEASE NOTE THIS ROLE IS OFFICE WORKING 5 DAYS A WEEK - NO OPTION FOR HYBRID

STANDARD DBS REQUIRED - 3 YEARS REFERENCES RATHER THAN 2 IS REQUIRED.

£113,565 - £150,569 per annum (Plus 1 additional PA for on call) Grade YM 72

St Helens and Knowsley Teaching Hospitals NHS Trust

St Helens and Knowsley Teaching Hospitals NHS Trust