JobPurposeCustomerServiceAssistant ThepostholderisresponsibleforprocessingcustomerenquiriesandcomplaintsfromdifferentaccesschannelsincludinginpersonatReception,inwriting,electronicandbytelephone.
Thepostholdermustbeanexperiencedandpassionatecustomerservicerepresentative,committedtoprovidinganexcellentservice,adheringtoperformancestandardstoachievetimelyresponsestocustomerenquiriesandcomplaints. PrincipalAccountabilitiesCustomerServiceAssistant Ensurecustomerenquiriesareansweredwiththeaimofafirsttimeresolution.
Thismeanstakingdecisionswithinestablishedprocedures,providinginstantresponsesorrecordingenquiriesontheCustomerRelationshipManagementSystemandallocatingtoCouncilservices. Monitorcustomerenquiriesandcomplaints,includingrequestsfromMembersofParliamentandMembersoftheSenedd,ontheCustomerRelationshipManagementSystemtoensureperformancetargetsaremet. LiaisewithofficersfromacrosstheCounciltoensurethatcustomers,MembersofParliament,MembersoftheSeneddandcomplainantsreceivetimelyresponsesandupdatestotheirenquiries.
Keepcustomersinformedofprogresstoavoidunnecessaryescalationofissues. ProvideacomprehensiveinformationservicetocustomersoftheCouncil,includingReception,advisingonservicesavailableandthepoliciesandproceduresoftheCouncilwhichwillresolveorinformtheneedsofthecustomer. MakeoutboundcallstopromoteCouncilservicesandcompletetransactionse.g.followupcustomerenquiries. ActivelypromoteCouncilservicesthatmayberelevantorofinteresttothecustomere.g.promotingaccesstoonlineservicesandMyAccount,influencingcustomerbehaviourtoachievecorporateobjectives.
UndertakedutiescommensuratewiththepostasrequiredbytheCustomerContactServiceManager. KnowledgeandExperienceCustomerServiceAssistant CustomerService-excellentcustomerserviceskillsandahighdegreeofcustomerfocustoensureenquiriesareansweredwiththeaimofafirsttimeresolution. Essential DataProtection-confident,trustworthyandrespectconfidentiality. Previouslocalgovernmentexperience.
Communicationskills-excellentverbalandwrittencommunicationskillstobeabletotransitionseamlesslybetweencommunicationchannelsandtheabilitytomaintaineffectiveworkingrelationshipswithteammembersandcolleaguesacrosstheorganisation. Essential ApplicationForm/Interview ITskills-confidentusingMicrosoftpackagesandbespokeITsystems. Essential ApplicationForm/Interview Organisationalskills-theabilitytomulti-taskandadaptquicklytochangingpriorities.
Essential ApplicationForm/Interview Personaldevelopmentcommittedtopersonaldevelopmentandindividualknowledgeandskillsenhancementtobuildresiliencewithintheteam. Essential ApplicationForm/Interview WelshLanguage
Customer Service Assistant in Bagillt employer: Rated Traders Ltd
As a Customer Service Assistant, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and development. Our company offers comprehensive training, opportunities for career advancement, and a culture that values teamwork and innovation, all set in a vibrant location that fosters both personal and professional growth.
