Customer Service Advisor

at  Staffordshire County Council

Job Introduction
Do you thrive on delivering excellent customer service and making a real difference every day?
Do you enjoy injecting your excellent interpersonal skills to build relationships with customers to provide the service they deserve?
Then read on to learn more about our exciting role on offer
You will join our vibrant and welcoming/supportive Contact Centre team who are proud of the high level of service we provide for our customers.

We are a people business – excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate. We aim to meet customer needs by giving consistent information, advice and support at their convenience. Our customer model is built on the following principles:

• A service that offers ease of access and intuitive navigation
• Consistent and high-quality contact management
• A service driven by customer insight and demand analysis
• A service that is delivered through appropriate delivery channels
• A service which has resilience and scale
• A service that is efficiently delivered

Main Responsibilities
As the first point of contact for our customers, you will use your excellent communication skills and professional and friendly manner to support customers with queries or complaints.
Taking a high number of calls per day you will assist members of the public in a range of services which may include Adult Social Care and Adult Safeguarding.
You will be required to listen, probe and investigate enquiries to determine the underlying needs of the customer, escalating queries where necessary.
You will be required to work using your own initiative and judgement as well as work effectively as part of a team.
You will develop and maintain a strong level of knowledge regarding processes and policies.
The Ideal Candidate

You’ll:

• have experience in a customer facing environment ideally in a contact centre
• be passionate about delivering the best customer service possible
• be able to use own judgement to resolve queries and complaints quickly and effectively
• have excellent listening skills and an empathetic approach when addressing issues or complaints
• be self motivated and able to work under pressure
• be able to contribute new ideas to help deliver personal and team performance

Please refer the Job description for details