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:
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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
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To process administrative work, ranging from decision making for straightforward processes, to complex processes impacting financial and legislative compliance.
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Ensure collection rate targets are achieved by following processes to maximise income to the council and compliance with all relevant legislation and regulations.
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Ensure advice and guidance for benefits customers enables an accurate and timely resolution for claims processing times.
Specific duties and responsibilities
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Provide high quality services when dealing with customer contact in accordance with the council’s customer service standards
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Take ownership and responsibility for accurately resolving enquiries at the first point of contact wherever possible
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Ensure a positive image to customers and other individuals and organisations and promote the service by whatever means are appropriate and available
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Communicate with service providers /partners/internal customers in a positive and constructive manner when arranging for appropriate actions
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Undertake processing work across a wide range of business activities
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Maintain accurate records and information for the provision of services for customers, using the most appropriate system
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Actively encourage customers to use the most efficient method to gain access to and information about council services
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Provide support and assistance to vulnerable customers
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Undertake and assist with any training/development activities
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Work as part of an effective team with a flexible approach to cover the variety of duties and demands across all contact channels
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Provide feedback to assist in the development and continuous improvement of services and systems.
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Carry out other required duties in accordance with grade and responsibility level
Qualifications and Education
Experience
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Telephone-based customer service experience
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Experience of providing a high standard of customer service in a fast-paced environment
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Sound financial knowledge and experience
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Administration processing experience
