Customer Service

Customer Service

£12.85 per hour

15 weeks temp with a view to an 18 month contract

We are looking for experienced Customer focused individuals who reside no more than 15 miles from Bournemouth.

This role will expect the successful candidates to be taking inbound enquiries from members of the public. The successful candidate needs to be willing to work hybridlike with a mixture of in office and remote working days as well as have a passion for supporting others.

Must be IT literate

Must have contact centre experience

Must be customer focused

Must be able to follow legislative requirements

Tohandlecustomerenquiriesasafirstpoint ofcontact, toensurethatcustomersreceiveanexcellent customer service. The role will operate as part of a team, working within defined procedures and protocols to deliver a consistent and accurate service.

Therolewillhandleroutineandcomplexenquiriesfocused acrossamultipleof services wheretherewillbeaneedfor some detailed knowledge and procedural understanding.

• Receive and respond to customer enquiries related to a range of services to provide a prompt and timely customer service, where possible at the first point of contact. This will include enquiries over all access channels and at times will involve confrontational customers and issues of a contentious nature.
• Check and verify documentation provided by customers in accordance with strictly defined requirements, uploadingandstoringit inappropriatesystems,toensurethat documentsprovidedare correct and safely handled.
• Escalateandreferspecialist issues,toother officers/teamsinaccordancewithdefinedhandover procedures, so that customer issues can be dealt with appropriately.
• Support customeranddigitalstrategy principlesbyactivelypromotingandassistingcustomers(and services) to use our digital services for all appropriate customer interactions adopting a positive channel shift approach
• Processpaymentsinpersonandoverthetelephone, inaccordancewithtightlydefinedprocesses and procedures, to support customers to pay monies owed in an efficient and secure manner.
• Maintain accurate records of enquiries and resolutions, and update and maintain all customer informationrecordsanddocumentation, sothatallrelevant informationisaccessibleforprocessing and audit purposes, as well as for service evaluation.