Contact Centre Advisor

Basingstoke, Basingstoke
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Job Summary

  • Job Reference: CCA291220RT_1609242111
  • Job Type: Temporary
  • Date Posted: 2020-12-29
  • Location: Basingstoke, Basingstoke
  • Job Status: FullTime
  • Closing Date: 2021-02-27
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  • Tradewind Social Care Recruitment

Tradewind Social care Recruitment are working along side Baskingstoke and Deane Council in the appointment of a Contact Centre Advisor. It is a full time , 3 month contract, to cover maternity leave.

The hourly rate is between £9.50 - £10.50 dependent on experience.

Main Purpose of the Job

  • To provide a centralised, professional and comprehensive customer contact service, attaining the highest possible standard of customer care.
  • To respond to enquiries across multiple channels ensuring that relevant accurate information, advice and assistance is provided in a helpful, friendly, courteous and impartial manner.

Main Responsibilities

  • Proactively respond to enquiries to the Contact Centre across all channels, ensuring appropriate information, advice and/or assistance is professionally given on all matters within agreed service areas.
  • Utilise all available systems to access information in order to respond to enquiries. Accurately record and execute information received from members of the public and record details of advice given.
  • Handle payments into the Council in a manner compliant with all relevant legislation.

Key Tasks

  • Deal with enquiries including those of a difficult nature promptly and proactively, resolving the situation as far as possible on the initial contact, exercising judgement on when an enquiry requires referral to the back office staff or alternative contact.
  • Work with all other members of the Contact Centre team to organise and manage workloads effectively to meet the team's objectives and targets.
  • Continually seek to improve knowledge and learning, working with the Team Leader in agreeing and implementing a self development plan
  • Ensure all duties are carried out in a way that is customer orientated and which places a high value on the views, needs and requirements of the customer.
  • To have a flexible and proactive approach to new tasks that the team may take on as a result of development of the Contact Centre.
  • To comply with the requirements of the Data Protection and Freedom of Information Acts.
  • Be aware of safety and welfare at work and report to the Head of Governance and Customer Support any work related activity that gives rise to any threat to personal, staff or public safety.
  • Undertake such work as the Head of Governance and Customer Support may determine is compatible with the responsibilities of the post.

Qualifications

Essential - Educated to GCSE standard or equivalent in Maths and English grade C or above

Desirable - A qualification or certificate in Customer Services e.g. NVQ, or related subject

Skills

  • IT literate with proficient computer skills in data entry and information retrieval, with the ability to maintain effective customer contact at the same time, even in situations where systems fail.
  • Excellent verbal and written communication skills
  • Customer focused approach
  • Problem solving
  • Decision making and sound judgement
  • Numerate
  • Accuracy and attention to detail
  • Negotiation, influence and assertiveness
  • The ability to work as part of a flexible team
  • Ability to prioritise and manage personal time to meet customer needs.

If you have the right skills and experience and are interested in this role please submit your CV.

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Dec29

Contact Centre Advisor

Basingstoke, Basingstoke