Temporary Contact Centre Advisor / Administrative – CSA

Temporary Contact Centre Advisor / Administrative – CSA 150 150 tcl-admin
Temporary Contact Centre Advisor / Administrative - CSA
Basingstoke
Contract / Temporary

Basingstoke & Dean RQ680687

Posted: 15th September 2022 17:18
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  • Pay Rate:

    £10.21 per hour PAYE

  • Hours per Week:

    37 Monday – Friday, normal working hours

  • This opening assignment is for 12 months

  • Basingstoke,

    RG21 4AH

What's involved with this role:

Temporary Contact Centre Advisor / Administrative - CSA

Job Ref: Basingstoke & Dean RQ680687

Pay Rate: £10.21 per hour PAYE

Hours: 08:30-17:00 hrs (16:30 finish on Friday)

Hybrid working at home (once trained) and in the office 2-3 days per week.

To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, payments and complaints are resolved at the first point of contact. To answer calls from residents reporting issues, renewing garden waste subscriptions, paying for services.

Key responsibilities:

  • Respond to customer enquiries via face to face, telephone, email, web chat, SMS and social media channels.
  • Use knowledge based systems to resolve enquiries at the first point of contact where possible.
  • Enter new and updating existing customer information accurately on appropriate systems.
  • Processing service requests and provide customers with service information.
  • Identify and escalate priority issues to back office team or Team Leader as appropriate with clear audit trail and explanation of issue.
  • Manage customer expectation and resolve complaints at point of contact where possible.
  • Follow up customer contacts where necessary, liaising with service areas to resolve enquiries.
  • Undertake general administrative duties in relation to customer information including updating electronic frequently asked questions.
  • Ensure customer feedback regarding the website and any reporting issues are highlighted.

 

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

 

  • NVQ Level 2 or equivalent in Customer Services.
  • Minimum of 12 months recent experience in a service orientated environment, with a telephone or contact centre component in a similar role, or context and ideally within a public sector organisation.
  • Experience of excellent customer care and engaging with customers with a range of needs.
  • Experience of dealing with customers delivering excellent customer service whilst working towards KPI’s and Service Levels.
  • Experience of taking card payments and following payment procedures.
  • Experience of working within a customer-focused front-line service, in the public, private or voluntary sector.
  • Experience of operating, updating and retrieving data from IT systems.
  • Experience of using different IT/telephony systems.
  • 35 wpm typing skill (essential).

 

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.

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.


Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. Please refer to the Role Requirements section above - your CV must address the requirements listed.

 

Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for.

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Basingstoke & Dean RQ680687
Temporary Contact Centre Advisor / Administrative - CSA
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.

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Job Ref: Basingstoke & Dean RQ680687
Temporary Contact Centre Advisor / Administrative - CSA
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.

We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.

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