Customer Operations Adviser (SCP 18)

Job Category : Admin & Clerical

Location

High Street, Esher, Surrey, KT10 9SD

Elmbridge Borough Council

Hours Per Week :36.00

Start Date : Immediate Start

Salary

£16.56

the role will be office based

Customer Operations Adviser

DBS check

This post requires basic DBS

The aspects of this role that require this level of check are: Providing effective and supportive customer service, with focus on vulnerable customers, including engagement with relevant service departments and agencies.

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

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

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

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

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

5. Undertake processing work across a wide range of business activities

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

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

8. Provide support and assistance to vulnerable customers

9. Undertake and assist with any training/development activities

10. Work as part of an effective team with a flexible approach to cover the variety of duties and demands across all contact channels

11. Provide feedback to assist in the development and continuous improvement of services and systems.

1. Carry out other required duties in accordance with grade and responsibility level

Qualifications and Education

1 Education to GCSE, O Level or equivalent

2 Customer Service training or qualification

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