Customer Operations Adviser (SCP 18)

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