Temporary Customer Service Officer - Adult Social Care (Contact Centre)

Reference no: Brent 5224262

Pay Rate: £16.09 per hour PAYE

Role Length: This opening assignment is for 9 months

Hybrid role.

A Customer Service Officer is needed to take calls and emails for Adult Social care, undertaking a level of screening and then decide on the best course of action for a resident.

You will also help residents and health professional to signpost to other organisations where necessary. 

Key responsibilities:

• Provide customers and other stakeholders, first contact resolution for up to seven service area enquiry types via phone, email, webchat, and social media channels.
• Provide a prompt, efficient and professional service and always demonstrate the highest standards of customer care.
• Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions.
• Take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
• Promote, encourage, educate, and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
• Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
• Respect and understand the individual needs of customers and arrange appropriate support to ensure fair and equal access to services, including necessary translations or interpretation skills.
• Effectively manage challenging customer interactions with tact, diplomacy, sensitivity, and empathy, with due regard for staff and customer safety.

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

Experience/Knowledge:

• Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
• Experience of effectively resolving enquiries covering a range of enquiry types and channels.
• Knowledge of providing a customer focussed advice, information, enquiry, transactions, and complaints handling service covering a broad range of enquiry types.
• Knowledge of the various self-help channels that support customer service delivery such as websites, online forms, web chat and social media.

Skills, Knowledge / Technical skills:

• Strong customer care skills and an ability to show empathy.
• Excellent fact-finding ability.
• Able to pick up new ways of working quickly.
• Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels and to work with a high degree of independence and accuracy.
• Able to deal politely, efficiently, and courteously with a wide range of individuals, ensuring they feel supported, listened to, welcome and confident in the handling of their enquiry.
• Able to deal sympathetically with distressed, agitated, confused or irate customers.
• Ability to effectively listen and to interpret a range of different legislations and procedures and clearly explain the information to customers verbally and in writing.
• The ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g., linguistic or disability.
• Ability to effectively navigate and interpret a range of IT systems and applications to log, process and resolve customer enquiries and transactions.
• Well organised, systematic and calm in approach, and able to work flexibly and effectively as part of a team by co-operating and supporting colleagues in the workplace

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.