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Customer Operations Adviser (SCP 18)

Job Posted: 4 days ago

Salary: £ 20 - 21.5 / Hour
Job Type: Contract
Location: KT10, Esher, Surrey

Expire in: 23 days

Job Description

Aatom Recruitment is looking for a Customer Operations Adviser (SCP 18) on behalf of a Local Authority.

Job Title: Customer Operations Adviser (SCP 18)

Contract Duration: 3 Months with Possibility of Extension

Working Pattern: Office Based
Hours Per week: 36

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

  * Undertake and assist with any training/development activities

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

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

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

Qualifications and Education

  * Education to GCSE, O Level or equivalent

  * Customer Service training or qualification

Experience

  * Telephone-based customer service experience

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

  * Sound financial knowledge and experience

  * Administration processing experience

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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