Temporary Customer Services Assistant - TEMP CONTRACT- Belfast City Centre
Main
purpose of job
As part of the Customer Hub team, the
post-holder will report to the Customer Services Team Leader and be responsible
for:
·
Ensuring the provision
of a professional customer service to a range of internal and external
customers, including elected members, across a variety of channels (including
online, telephony, email and web chat and face to face).
·
Interacting with
and assessing customer’s needs in relation to service delivery, delivering
information in relation to customer enquiries and resolving customer enquiries
at the first point of contact where appropriate, including identifying and
helping to mitigate instances of service failure.
·
Acting as an advocate for the customer at
all times and contributing to the delivery of an enhanced customer service
experience which promotes digital first and supports the development of a
customer centre of excellence within the Council.
·
Participation is required to support the
provision of a reactive emergency response service and this may require some
out of hours working.
Summary
of responsibilities and personal duties
Customer Contact
1.
Process and
respond to a range of requests, queries and issues from customers (face to
face, telephone, online) in a professional and timely manner that effectively
addresses the concern/query raised, while managing customer expectations in
line with relevant service standards
2.
Regularly update
and maintain the service catalogues as directed, ensuring they meet current
business and service level requirements.
3.
Provide customers
with the relevant information to resolve their enquiry using a variety of
different sources and educate them on other relevant services and initiatives
or signpost to other service providers or agencies where appropriate.
4.
Ensure the
effective use of CRM to accurately record all customer information to
contribute to the effective performance management of the overall customer
service function, supporting the shift to digital channels.
5.
Effectively
provide assistance to customers including digital assistance in completing
relevant forms/applications in line with service processes and procedures.
6.
Deal with any
customer complaints in a professional and timely manner, in accordance with any
relevant council guidelines and procedures, escalating complaints/issues as
appropriate.
7.
Through a
dedicated telephone number, provide the first point of contact for key
stakeholder groups including elected members handling requests/issues and
queries through to resolution, keeping members informed of progress and
escalating issues as appropriate. Using the ‘portal’ services designed for
elected members, providing up to date information on their individual cases and
area based information.
Performance and Service Improvement
8.
Encourage
customer feedback and assist in identifying solutions to resolve issues and
ensure the delivery of an enhanced customer experience.
9.
Ensure that corporate
targets for first call resolution and other key metrics are being adhered to,
within post-holders sphere of responsibility.
10. Assist with the collation and analysis of both real
time and historical customer experience data to identify trends and / or risks
against service delivery standards and escalate any issues through the agreed
channels.
11. Effectively utilise and interrogate all relevant IT
systems appropriate to the post-holder’s area of work, ensuring that the
accuracy and quality of data is maintained at all times.
12. Make recommendations and suggestions to management on
areas where customer related service improvements could be undertaken,
highlighting real-time issues or problems to help prevent repeat occurrences.
13. Support the Customer Service Team Leader with the
design, definition and updating of customer surveys to deliver effective and
quality customer services.
14. Share service knowledge and participate in the
development and delivery of relevant training across the team and to other
internal or external stakeholders, to enable an efficient, effective and joined
up delivery of customer service across the organisation.
15. Accurately process financial transactions for
customers in line with Belfast City Council’s Financial Regulations, which are
relevant to the customer service portfolio.
General
16. Work collaboratively with relevant stakeholders to
enhance the delivery of customer service throughout Belfast City Council.
17. Act in accordance with the council and departmental
policies and procedures including customer care; equal opportunities; health
and safety; safeguarding and any pertinent legislation.
18. Participate in all induction and in-service training
provided by Belfast City Council and in the induction and support of all newly
appointed staff and other human resource management procedures as appropriate.
19. Undertake the duties in such a way as to enhance and
protect the reputation and public profile of the council.
20. Undertake such other relevant duties as may, from time
to time, be required.
This job
description has been written at a time of significant organisational
change and it will be subject to review and amendment as the demands of
the role and the organisation evolve. Therefore, the post-holder
will be required to be flexible, adaptable and aware
that s/he may be asked to perform tasks, duties
and responsibilities which are not specifically detailed in the job
description but which are commensurate with the role.
Essential criteria
Applicants
must, as at the closing date for
receipt of applications and throughout the selection process, be current
Belfast City Council employees or current Belfast City Council agency
assignees.
Experience
Applicants must,
as at the closing date for receipt of application forms, be able to demonstrate
on the application form, by providing personal and specific examples, at least
one year’s relevant experience in each of the following areas:
a) providing professional customer service support to a range of internal
and external customers using a variety of channels (for
example online, telephone, email, social media, face to face and so on);
b) using standard IT systems, and preferably specialist CRM systems, to
accurately record customer information and contribute to the effective
performance management of a customer service function; and
c)
assisting customers effectively by resolving a
range of requests, queries and issues by providing relevant information and, or
signposting to appropriate services.
Location: Belfast City Centre
Start Date: 27 October 2024 - 23 November 2024
Hours of work: 37 per week 8am-5pm
Hourly Rate of pay: £12.80ph plus accrued holiday pay
Closing Date: 25 Oct at 12noon
To Apply: If you would like to apply for this role, please send us your updated CV via the link provided and one of the team will be in touch with you. Or if you would like to discuss this position, please contact our office to speak to one of our consultants.
We are an equal opportunities employer. We welcome applications from all suitably qualified persons.