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Customer Service Advisor

J11094

Co Durham

£9.36 per hour

22-08-2020

Customer Service Advisor

Public Sector

22-07-2020

Temporary – Full Time

Company Description

We are proudly representing our public sector client based in Crook 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 till September 2020.

Job Specification

The Role

  • To provide accurate information on all company  and partner services on both routine and complex issues
  • To assist the Customer Services Officers and Team Coaches in the day-to-day provision of the front line service through face to face, telephone, self-service and e-based contacts
  • To deal effectively with customers service requests, answering queries, giving advice covering the full range of the company and partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable)
  • To support the capture of corporate complaints, comments, compliments and suggestions from customers using a Customer Relationship Management system and following the relevant adopted policies and procedures
  • The collection and validation of information to assist Customer Services Officers in a quick and accurate service provision including the prevention and detection of benefit fraud
  • To represent the customers best interests in seeking expert or specialist advice from services
  • To maintain up-to-date records and knowledge of the companies policies and procedures required to provide the effective processing of service requests, enquiries and complaints
  • Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion
  • Assist customers in locating company information stored in computerised and manual formats including the processing of payments as required
  • Awareness of Risk Management and the impact of the company’s risk policy has on the post holder
  • The duties and place of work may change as the service provision changes to the meet the needs of the customer
  • Participate in corporate working, in particular in order to achieve the corporate objectives and personal development aims
  • Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments
  • Proactively co-operates with others to achieve targets set for group, participates in teamwork and supports team decisions
  • Patience and empathy

The Person

  • 4 GCSE’s (A-C) or equivalent
  • Experience of dealing with the public through a range on contact channels
  • Ability to work on own initiative and under pressure
  • Ability to communicate clearly and deal with enquiries with diplomacy and sensitivity both verbally and in writing with a wide range of people
  • PC Literate
  • Administrative skills and ability to process numerical data
  • The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post
  • Positive attitude to flexible working
  • Ability and determination to achieve successful conclusions and respond to a challenge

The Benefits

  • Great public sector client
  • Easy location to travel to
  • Varied and interesting job role
  • Great resources
  • Great team culture
  • Any support required is provided