Customer Operations Adviser (SCP 18)

Job title

Customer Operations Adviser (SCP 18)

Job Category

Admin & Clerical

Hours per week

36

Location

High Street, Esher, Surrey, KT10 9SD, Elmbridge Borough Council

Pay

£16.56 per hour

the role will be office based

About the role

We place our customers at the heart of everything we do. The role of the customer operations adviser is pivotal to contributing towards a strong customer service reputation, delivering high quality services and customer experience.

The main purpose of the role

To consistently maintain high quality customer service and wherever possible, resolution at first point of contact to residents, customers or partners contacting the council through all communication channels

To process administrative work, ranging from decision making for straightforward processes, to complex processes impacting financial and legislative compliance.

Ensure collection rate targets are achieved by following processes to maximise income to the council and compliance with all relevant legislation and regulations.

Ensure advice and guidance for benefits customers enables an accurate and timely resolution for claims processing times.

Specific duties and responsibilities

Provide high quality services when dealing with customer contact in accordance with the council’s customer service standards

Take ownership and responsibility for accurately resolving enquiries at the first point of contact wherever possible

Ensure a positive image to customers and other individuals and organisations and promote the service by whatever means are appropriate and available

Communicate with service providers /partners/internal customers in a positive and constructive manner when arranging for appropriate actions

Undertake processing work across a wide range of business activities

Maintain accurate records and information for the provision of services for customers, using the most appropriate system

Actively encourage customers to use the most efficient method to gain access to and information about council services

Provide support and assistance to vulnerable customers

Experience

3 Telephone-based customer service experience

4 Experience of providing a high standard of customer service in a fast-paced environment

5 Sound financial knowledge and experience

6 Administration processing experience

Knowledge, skills and abilities

7 Strong customer contact skills

8 Effective communication skills

9 Effective problem solving

10 Ability to work on own initiative

11 Ability to demonstrate a flexible and co-operative approach towards changing business needs

12 Ability to capture data accurately and reasonable level of IT proficiency

13 Able to work to challenging deadlines

14 Contributes to effective team work

Special requirements

15 Flexible approach to working patterns