Customer Service Administrative Assistant x 4 – Housing

at  TCLRec

Qualifications:

• Good standard of education including Maths and English at GCSE level or equivalent

Skills & Experience:

• Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
• Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
• Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
• Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
• Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
• Ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g. linguistic or disability.
• Strong IT skills including Microsoft packages or equivalent (e.g. G Suite)

KEY RESPONSIBILITIES:

• Provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.
• Carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers and stakeholders.
• Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering Housing & Neighbourhoods.
• Take ownership and appropriate action to resolve enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
• Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
• Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
• Respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
• Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.

Qualifications:

• Good standard of education including Maths and English at GCSE level or equivalent.

Skills & Experience:

• Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
• Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
• Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
• Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
• Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
• Ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g. linguistic or disability.
• Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).