Customer Service Advisor

Description

To act as the first point of contact for customers of the Royal Borough of Kingston upon Thames (RBK).

Working as part of a multi skilled customer service team across all access channels including online, face to face and phone to meet customer need. To work as part of a multi-skilled team delivering effective and consistent customer service over the phone, online and in person.

To maintain and update service request information on the CRM system, providing updates to customers and service areas

To proactively and sensitively resolve customer complaints and issues at the earliest opportunity, recording and escalating through the formal process where appropriate.

To support councillors with the reporting and management of casework enquiries

To follow standardised processes for service request reporting according to the nominated department’s guidelines; logging, processing and progress-chasing customer enquiries, escalating where appropriate, to provide a final resolution. .

To work collaboratively with colleagues at LBS, RBK, partner organisations, customers and councillors to support customer service improvement.

This role involves ongoing contact with residents requiring advice and support for a variety of reasons, who are sometimes in difficult and stressful circumstances.

Excellent customer service skills including the ability to proactively solve customer issues by thinking creatively and taking responsibility.

Excellent verbal and written communication skills, including the ability to deal with complaints sensitively and calmly

GCSE (or equivalent) in maths and english

Vocational qualification (or equivalent in customer service) (Desirable)

Able to work independently and follow agreed processes to required performance levels ? Able to gather, interpret and explain information, making decisions and taking action as appropriate to meet customer needs

Takes responsibility for actions and recognises potential impact on others

Shares ideas for continuous improvement in service and demonstrates a willingness to try new things ? Able to work effectively as part of a team, demonstrating flexibility and responsiveness to changing demand patterns

Good IT skills including the ability to accurately record customer issues using online systems

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Ad ID: 5416921185