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Customer Service and Reception Jobs London - Find Customer Service and Reception Jobs

London Home Page > Jobs > Customer Service and Reception > Customer Service Officer

Customer Service Officer

london
Posted on: Saturday 26 October
Posting no: 9099856246

Elevate East London LLP is a joint venture between the London Borough of Barking and Dagenham and Agilisys, one of the UK's most innovative IT and business services providers. Elevate delivers improved council services, value for money, and is generating significant opportunities for growth in the Borough. Some of the services delivered by the joint venture on behalf of the London Borough of Barking & Dagenham include Customer Services, ICT, Revenues and Benefits and Procurement.

Across its many partnerships, including Elevate, Agilisys delivers success through innovation, working with clients to transform services that make a difference to millions of people across the UK.

Purpose of the Job:

- To deliver a high quality customer advisory service to both internal and external customers.

- Working within current legislation and policies to progress, advise and where possible resolve customer enquiries.

- To work as scheduled in the contact centre, one stop shops and corporate reception or at any other customer services access points.

Main Activities

- To provide an efficient polite and effective service to the public.

- To ensure that all customers are dealt with at all times in accordance with defined Customer Service Standards and Values.

- To carry out administrative duties including the provision of performance data as specified by the Performance Manager.

- To work flexibly and co-operatively to ensure that operational service priorities are met.

- To utilise appropriate IT systems and processes to manage and record customer service transactions and ensure appropriate performance information is collected.

- To be aware and remain up-to-date with those services in scope and the processes associated with the enquiry subject

- Using appropriate tools and information signpost customers to those services not directly supported by B&D Direct or those provided by respective partners

- To participate and assist with promotional campaigns and surveys

- To identify the nature of a customer enquiry and direct them as appropriate to provide a resolution.

- Handling of general requests for information, which may include enquiries relating to services and signposting to partner organisations.

- Taking payments (including cash handling) from customers for services within scope.

- Making bookings for customers and scheduling appointments for a range of services.

- Handling of requests for a particular service or collection of services. The interaction may involve assessing a customer's eligibility based on defined criteria, taking a payment and/or booking an appointment.

- Take receipt of enquiries from customers as to the progress of a particular on-going service request. Clarifying previous information provided, and/or hand-off to an appropriate service, individual or resource equipped to progress the service request and/or provide a resolution.

- To take receipt of customer complaints and ensure they are logged to the correct area for resolution.

- Maintain a working knowledge of the systems and technology available with the contact centre and one stop shop.

- To direct customers to self-serve facilities i.e. the web, payment kiosks etc., and to provide mediated self-service to customers.

- To contribute to the on-going improvement of process and service design for Barking & Dagenham Direct.

- Carry out various financial transactions including refunds, overpayments, and direct debits using appropriate procedures
- Provide expert guidance and support to colleagues for escalated and contentious customer enquiries and requests.
- Ensure the progression and completion of tasks which require specialist service knowledge to complete.

- Carry out case assessments to identify customer needs and identify the correct service required to address these needs. This may involve eligibility assessment and/or referral to partner organisations/agencies to deliver services required to address customer needs.

- To take on enquiries that have been escalated due to service failure or complexity and ensures these are progressed through to resolution.

- At the request of the Performance Manager prepare briefing notes, service information updates for colleagues.

- When required attend meetings under the direction of the Performance Manager.

General Accountabilities and Responsibilities

- Promote the development of a high quality individual need led service, to comply at all times with the Partnership policies and procedures, particularly those regarding Data Protection, Equalities and Diversity and Health and Safety.

- Comply with the competencies and standard requisites agreed by the Partnership as relevant to your post.

- Take responsibility for continuing self-development and participate in training and development activities.

Please note that we will only contact successful applicants. If you have not heard from us within 7 days of your application please assume you have not been selected for inter

Contact the ad poster

 Contacts of a commercial nature will NOT be entertained
or
phone: Agilisys on 0845 450 1131