Job Description:
Job Summary
We are seeking a professional and personable Customer Operations Advisor to join our team. The ideal candidate will be responsible for providing exceptional customer service, managing client relationships, and supporting sales initiatives. This role offers an excellent opportunity to utilise communication skills and analysis abilities in a dynamic environment, contributing to the growth and success of our organisation.
Duties
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 & 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.
Skills
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Proficiency in data entry with attention to detail
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Bilingual abilities in English and Spanish are highly desirable; multilingual skills are advantageous
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Excellent phone etiquette combined with strong verbal communication skills
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Outstanding written communication skills in both English and Spanish (if applicable)
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Analytical skills to interpret data effectively and support decision-making processes
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Proven ability in upselling products or services tactfully and effectively
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Strong organisational skills with the ability to manage multiple client accounts simultaneously
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Ability to work well within a team environment while maintaining a professional demeanour
