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Customer Service Advisor


Tyne and Wear

£9.18 Per Hour


Temporary – Full Time


Customer Service Advisor

Public Sector

Company Description

We are proudly representing our public sector client based in South Shields for their search for a Customer Service Advisor. They now have an immediate requirement to recruit for a temporary assignment to start as soon as possible until March 2020.

Job Specification

The Role

  • Provide a professional reception servic
  • Accept and deal with as procedure all cash received via the cash desks for both South Tyneside Homes and the Council
  • Undertake general administrative duties including filing, post, application processing, photocopying etc.
  • Handle customer enquiries and provide a message taking service
  • Maintain computerised record systems, including statistical information
  • Maintain manual filing systems and file transfer procedures
  • Proactively respond to and resolve, in a timely, prompt, courteous and non-judgemental way, a wide range of customer queries within the customer service environment face to face or by telephone, email, text message or in writing
  • Take responsibility for obtaining all information necessary to process and resolve a query/complaint, only escalating it to others when it is appropriate
  • Act as a customer advocate that seeks the facts
  • Where necessary, put the customer in contact with appropriate colleagues or departments, ensuring required information is transferred efficiently
  • Maintain accurate computerised information systems by inputting, updating analysis and extracting data. Regularly update and  monitor customer information held on the system
  • Proactively identify service improvements making recommendations to improve overall customer service and/or working practice and provide information
  • Act as a customer service role model for all colleagues, assisting with training and ongoing coaching and development.
  • Support Managers as required by undertaking project work to develop the Service
  • Make outbound telephone calls, texts, e-mails and letters that promote the company’s services, conducting service surveys and updating records

The Person

  • Successful experience of working in a housing customer facing environmen
  • Experience of writing reports and presenting findings including the monitoring of performance
  • Experience of successful application of analytical skills in solving complex problems
  • Excellent communication skills written and verbal
  • Good computer skills
  • Excellent organisational skills
  • Analytical skills and forward thinking approach
  • Good understanding of interview techniques
  • Professional, calm, non-judgemental yet assertive
  • A desire to help people
  • Tactful and diplomatic
  • Confident individual and team player
  • Committed to the principles of equality and diversity
  • Able to work to tight deadlines
  • Able to manage own workload
  • Flexible approach to work

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