Job Description
Client
Local Authority in Croydon
Job Title
Customer Service Officer
Pay Rate
£15.06 an hour PAYE
Hours
36 Hours a week (9AM-5PM)
Duration
3 Month contract (Strong potential of temp to perm)
Location
First 4 weeks role is fully office based in Bernard Weatherill House Croydon. Once trained hybrid working will be in place.
Description
Key Accountabilities:
Engage with customers using a variety of means (including social networking sites) to develop and demonstrate an understanding of who they are and their physical and emotional needs, including the differences among customers and the needs of vulnerable customers
Engage customers in surveys and participatory action research methods as partners to design and review services, ensuring that the customer viewpoint is incorporated and that they develop the capacity to understand and develop solutions to their own problems
Use customer feedback to make recommendations for service improvements
Identify and focus on customers' priorities in all interactions with them
Contribute to and use a centralised customer engagement system to enable services to plan their customer engagement activities and customers to plan which engagement events they can attend.
Consistently deliver an excellent experience for customers, ensuring that things are right first time, whether by telephone, face to face, email, web-based, text messaging or written queries
Proactively respond to and resolve, in a timely and courteous way, a wide range of queries, meeting key performance indicators, quality standards and service level agreements
To use sound judgement and take responsibility for obtaining all information necessary to process or resolve a query, only escalating it to others where this is appropriate
Where necessary, put the customer in contact with appropriate colleagues or departments, ensuring required information is transferred efficiently
Provide a comprehensive information service to the public, advising on services available from, and the policies and procedures of the Council, and its partners which will resolve or inform the needs of
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