Customer Service Agent

Description

CONTACT ISLINGTON

Contact Islington provides excellent customer service dealing with enquiries and issues end to end within a Contact Centre and face to face environment. In line with the ‘One Islington’ vision and using award-winning technology, Contact Islington is able to bring a seamless range of services and public information to Islington’s diverse communities. Over the coming years more services will be made available through all delivery channels via Contact Islington, increasing first contact resolution to enquires and ensuring customers are the focus of all that we do.

PRIMARY JOB FUNCTION

•To put into practice the Council’s vision of a seamless local service delivery, by providing an administrative and customer service function supporting the Contact Centre.

•To provide a wide range of best in class services that reflects and meets the needs of the diverse local community and internal customers via all access channels; telephone, email/web, face to face and written correspondence.

•To process payment in and payments out of Contact Islington; ensure that timescales and performance target are achieved for both. To set up and issue Contact Islington invoices.

•To provide all services in a customer focused, courteous and efficient manner.

DUTIES AND RESPONSIBILITIES

•To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy. To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with special needs.

•To deal with all customer interactions in a polite, friendly and efficient manner.

To use the relevant technology systems to provide high quality accurate advice.

•To be readily identifiable as a Contact Islington agent. To comply at all times with the dress code and/or to wear the uniform provided.

•To work shift patterns within designated Contact Islington operational hours including evening and weekend working.

•To maintain records and produce statistics where necessary.

•To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales.

•To monitor personal performance in terms of agreed personal work targets.

•To comply with the Council’s policies and procedures and ensure the confidentiality of customer information.

EDUCATION and EXPERIENCE

Proven relevant experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment.Or

Proven experience in the public sector working in front-line service delivery either face to face or over the telephone.

Experience of working with a diverse community in a customer focused environment

Experience of using IT& telephony systems and administrative procedures in a customer focused organisation

KNOWLEDGE, SKILLS and ABILITY

Ability to deal with simple and routine face to face, telephone and electronic enquiries in a tactful, courteous and efficient manner

Ability to communicate appropriately and effectively with clarity both orally and in writing.

Able and willing to be flexible and responsive in relation to working times, patterns and locations.

Understanding of equalities issues and commitment to achieving equality of opportunity in service delivery

Ability to work unsupervised and on own initiative with accuracy and attention to detail

Ability to adapt to new ways of working and pursue personal development opportunities

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