Job Description

Description

Our local government clients in Summerset are recruiting a Customer Service Specialist, a crucial role that is integral to our team. The Specialist will be the first point of contact for all services over the telephone, webchat, email, whitemail, and face-to-face, handling contact from the public, service users, and other internal and external professionals and organisations.

Responsibility

The post holder will liaise with and provide feedback to service areas and management with suggestions for improvement and development. As part of a rota, the postholder must undertake the duties below within the Contact Centre and Customer Service Point.

Essential Qualifications

* GCSE Grade (or equivalent) in English Language and Mathematics.

* NVQ Level 3, BTEC Business, equivalent experience.

* Advanced – Microsoft Office, Word, Excel, Outlook, social media, and CRM.

Qualifications, Knowledge & Experience Requirements - Criteria-to be Tested at Shortlisting.

* Respond to all contacts from any Service.

* Receive calls, including safeguarding from Adults and Children, and will be required to take relevant details and pass them on to a colleague within the Customer Contact team.

* Assess each contact's needs through active listening, questioning, and some scripts to provide the necessary information, guidance, support, or services.

* Wherever possible, all interactions will be resolved at the first point of contact.

* Use formal procedures and their judgement to identify if the enquiry requires further consultation or routing to a specialist within a Service.

* Record all customer data and service requirements in the appropriate system and, where required, workflow to the proper individual or team.

* Record data enables the Contact Centre managers to monitor and track service, team and individual performance.

* Maintain an awareness of contact volumes and manage their availability using the telephony system to maximise their performance and the performance of the Contact Centre.

* Review information on systems and/or websites to identify inaccurate information.

* Deal with all contacts by policies and procedures, such as Equalities and Diversity, and relevant legislation, such as the Data Protection Act or Freedom of Information.

* Ensure that the team correctly records and appropriately escalates any incidents.

* Able to cover shifts on a 24/7 rota; an enhancement of 33% is payable for work between 8 pm and 6 am.

Essential Compliance Requirements

* Two Years of References.

* The role requires a Standard DBS.

* A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading public sector provider, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace