Customer Services
- Recruiter
- KennedyPearce Consulting
- Location
- England, Greater Manchester, Manchester
- Salary
- £10.00 - £13.90 per hour
- Posted
- 27 Jan 2017
- Closes
- 24 Feb 2017
- Ref
- BBBH10054
- Contact
- Tina Byrne
- Job Title
- Customer Services
- Industry Sector
- Public Sector
- Contract Type
- Temporary
- Hours
- Full Time
An excellent opportunity for an experienced Customer Service Officer to work for this independent government body. You will the first point of contact to clients who want to use our service, providing advice and support to allow people to progress their complaints. You will be expected to progress your own caseload in line with targets and expected quality standards.
Key Accountabilities
- Display excellent customer focused and empathetic behaviour which delivers an excellent experience for the customer;
- Gather appropriate and proportionate information to be able to give advice and support to those who need to use our service;
- Proactively manage caseload to meet personal targets and service standards;
- Take action to resolve cases, where appropriate, at the earliest opportunity
- Ensure that all complaints that need a closer look have the information necessary for this to take place
- Ensure quality of own workload meets Quality Framework Standards;
- Participate in quality audit tasks where appropriate;
- Generate and share insight from complaints and feedback with Manager;
- Comply with records management policies;
- Deliver excellent customer service;
Person Specification
Skills
- Ability to put the customer first
- Advanced call handling/relationship management skills.
- Ability to progress a high workload efficiently and in line with relevant targets and service standards.
- Ability to, and the experience of, adapting your approach in order to meet the particular needs of the customer.
- Ability to analyse written material, identifying and summarising key issues.
- Ability to justify decisions, and produce appropriate and customer focused solutions
Experience
- Previous experince of working in a call centre woudl be desirable
- Previous experience of handling complaints would be desirable
- Previous Customer Services experence is essential with in a business environment
- Good computer skills to be able to log the case and update
- Track record of delivery against targets in an environment with a strong customer ethos;
- Consistently delivering high quality-work in line with relevant expectations;
- Communicating clearly, confidently, comprehensively and persuasively, especially verbally and in writing, to customer and colleagues at all levels;
- Experience of working in contact centre environments with the emphasis on complaints
Knowledge
- Knowledge of the functioning of government departments/health service and the context in which they operate; and/or
- Best practice in Customer Service
Duration: Monday 9th February 2017 - 31st March 2017
Salary £10.28 - 13.91 (plus holiday)
Must be available to interview Thursday 2nd Feb 2017
Not what you're looking for? Get headhunted for relevant jobs.
Upload your CV
More searches like this
Not what you're looking for? Get headhunted for relevant jobs.
Upload your CV