Temporary Customer Service Agent / Admin – Customer Service

Reference no: Islington RQ783581

Pay rate: £15.26 per hour PAYE

Enhanced DBS required for this role

Hybrid role after full training in the office in Ashton

Please note that this role will be based in Ashton Under Lyne, Greater Manchester

To support local people and families by connecting them into the community and to other areas of the council using a triage function. Work collaboratively with other services to embed prevention and early intervention whilst having quality strengths-based conversations to allow a seamless resident experience through Islington’s ‘front door’.

In line with the Resident Experience Business Case, the role will support residents to access services by signposting to self-serve for those that can, supporting residents with assisted self-serve, whilst embedding strengths based conversations to support remaining residents with complex needs who will require a more wrap-around support package.

Key responsibilities:

• This role will be based in Ashton Under Lyne, Greater Manchester.
• Signpost into the community and/or other council services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve.
• Partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count.
• Work collaboratively with other services to embed prevention and early intervention into approach to ensure those with more complex needs are provided with a wrap around support package.
• Deal with complex enquiries across all access channels i.e. telephone, email and written correspondence in accordance with customer care strategies and corporate policy. To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with more complex needs.
• Deal with all customer interactions in a polite, friendly and efficient manner.
• Use the relevant technology systems to provide high quality accurate advice and maintain records and produce statistics where necessary.
• Correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales.
• Attend training relevant to the purpose of the role.
• Encourage customers to use all the facilities provided in the service and assist them in accessing information and services through digital channels, where possible.
• Ensure all customer details are identified and recorded accurately on the relevant computer systems.

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Experience:

• Good experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment or good experience in the public sector working in front-line service delivery either face to face or over the telephone.
• Experience of working with a diverse community in a resident focused environment.
• Experience of using IT & telephony systems and administrative procedures in a customer focused organisation.

Skills:

• Ability to deal with simple and routine telephone and electronic enquiries in a tactful, courteous and efficient manner.
• Ability to communicate appropriately and effectively with clarity both orally and in writing.
• Able and willing to be flexible and responsive in relation to working times, patterns and locations.
• Ability to work collaboratively amongst a range of council services and voluntary partners.
• Ability to partake in quality conversations using a Strength’s-Based approach to explore residents’ holistic needs.
• Ability to work unsupervised and on own initiative with accuracy and attention to detail.
• Oral, written, numeric and literacy skills to communicate complex information and to undertake calculations.
• Ability to access, interpret and communicate complex information across a range of disciplines.
• Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
• Strong IT skills using Microsoft packages or equivalent (e.g. G Suite).

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.