Customer Service Advisor
Customer Service Adviser
Akton Recruitment has an exciting oppurtunity for a talented and experienced Customer Adviser to work within Local Authority in London.
To provide a welcoming courteous and helpful service to customers visiting the Customer Service Centre (CSC); confidentially dealing with complex queries primarily related to Council Tax, Housing Benefit, Housing Needs, Parking and Planning.
Working within Council policies and procedures, the post holder will respond to customer enquiries in a professional manner contributing towards the Department's aims and objectives.
DESCRIPTION OF DUTIES:
To act in a meet and greet role covering self service area and main reception as required. Signposting customers to relevant services or self service area (where applicable).
To provide coaching and guidance to customers using online services.
Verify documents in accordance with agreed procedures.
Responding positively to enquiries made by customers, dealing with difficult or sensitive enquiries and complaints in a tactful and diplomatic manner.
Give unwelcome information in a balanced way, explaining why it's not possible to fulfil the customer's request or expectation. Help the customers to consider alternative course of action where appropriate.
To be vigilant and aware of what is happening in the CSC and liaise closely with the security presence when necessary.
Enabling customers to access services using a variety of communication methods e.g. British Sign Language video link and language interpreters
To be knowledgeable of both internal and external support the Local Authority has to offer (such as Social Services and Citizens Advice Bureau).For more info please call (phone number removed)