Customer Service Advisor (Part Time)

Company: Arvato CRM Limited 

Requisition ID: 40579

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Job Title:  Customer Service Advisor 

Business Unit & Location: arvato Chesterfield

 

Reports to: Chief Cashier

 

Purpose:  To provide a high quality information and advice service to members of the public, dealing with and processing enquiries, undertaking general cashiering duties, service requests and complaints relating to all aspects of the Council’s services and according to the Council’s policies, aims and priorities.

 

This role is part time working 24 hours per week and is a 12 month contract, hours:

Mondays        08:30 – 17:00

Wednesdays  08:30 – 17:00

Thursdays     13:00 – 17:00

Fridays           13:00 – 17:00

 

 

Salary: £18,659.00 (pro rata)

 

Closing date: 4th October 2019

 

Role Definitions 

Primary Accountabilities and Deliverables:

 

Experience:

 

Responsibilities

  • To provide advice and information on the full range of Council services, resulting in an effective first point of contact for service users.  The first point of contact may be via the call centre or a reception point.
  • To assess, resolve and process individual enquiries, notifications and complaints about Council services.
  • To assist with payments from customers and ensure that they are correctly processed, accounted for and banked in accordance with the Financial Regulations of the Council.
  • To act as an advocate for customers when dealing with other Service agencies and organisations, treating them with respect.
  • To follow up matters which cannot be dealt with immediately and to take responsibility for ensuring that issues concerning other Services, agencies and organisations are referred promptly to the appropriate contact.
  • To update and maintain the manual and computer-based information systems.
  • To ensure that all information relating to the users of the service is used within the terms of the Data Protection Act and that confidentiality is maintained and guidelines for the release of information are followed.
  • To keep up to date with the Council’s policies and activities and to be fully conversant with all the forms and leaflets available to the public and proactively participate in training opportunities.
  • To assist in the completion of application forms, enquiry forms, direct debit mandates, standing order forms etc.
  • To make available: documents on deposit, publications and other literature and to provide assistance, as required.
  • To maintain purposeful and current information displays for the customers, making sure that reception areas are kept neat and tidy at all times.
  • To make outgoing calls as required including to facilitate Customer Satisfaction Surveys.
  • To contribute to the development of information in order to improve service delivery and efficiency, and the induction and training of new advisors.
  • To perform associated administrative duties - faxing, e-mails, copying, printing, filing, updating compute systems, etc.
  • Count and balance car parks cash which involves manual handling of heave cash boxes and bags.
  • Perform basic cashiering duties
  • Perform customer triage duties within the Customer Service Centre.
  • Telephone work
  • Customer Service
  • Working in a team environment
  • Prioritising activities and duties within a high volume workload.
  • Working in an environment that demands confidentiality and discretion

Key Measures:

Entry Criteria/Personal Attributes

  • Good general knowledge of range of Council services
  • Basic knowledge of IT technologies
  • Awareness of relevant legislation including Data Protection and Freedom of Information
  • Appreciation of the importance of taking ownership of enquiries in respect of the customer experience
  • Flexible working

 

  • Effective verbal and written communication
  • Positive customer focused attitude
  • Ability to use initiative
  • Good listening skills
  • Team worker
  • Able to prioritise
  • Basic keyboard skills
  • Data processing

 

Working Relationships & Interfaces:

Leadership Behaviours/arvato Competences

  • Work flexibly to support other functions and undertake other duties which may reasonably be requested.
  • Awareness of the services provided by partner agencies and related bodies.

 

 

  • Problem solving
  • Decision making

 

 

Arvato is a trusted business outsourcing partner to the private and public sectors.

We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

We design, deliver and differentiate customer service on behalf of some of the world’s most respected brands. Arvato CRM Solutions has approximately 45,000 people at more than 100 customer service centres in 27 countries speaking 35 languages. It is a part of Arvato, the world’s third largest business process outsourcing (BPO) provider that provides customer services, supply chain solutions, financial services, and IT solutions, and has total revenues of €3.8 billion (FY2016). Arvato is a division of Bertelsmann.

We are driven by technology, differentiated by experience, and powered by people. We are an equal opportunities employer, embracing diversity in the workplace.


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