Customer Advisor

Joshua Robert is working with a well-established client that are working with quite a few local authorities and housing associations across the North East.
 
Middlesbrough Council are looking for a number of Customer Advisors to join their team on a temporary basis (circa 6 months).
 
Purpose of the Post:
 
Working within the Council’s Customer Centre, this post receives, records, and resolves customer contacts on the phone, face-to-face and online, playing a key role in delivering the Council’s Customer Charter – providing excellent customer service to the diverse range of customers served by the Council.
 
Duties and Responsibilities:

As the first point of contact for our customers, act as an ambassador for the Council and maintain a focus on the needs of customers and aim to resolve their queries as quickly as possible.  
Undertake call handling duties in a friendly, professional, and efficient manner, recording contact, submitting service requests and processing payments using the Council’s Customer Relationship Management (CRM) and associated systems.  
Welcome customers into the Council’s Customer Centre, and support them to report, apply and pay via the Council’s website.  
Provide a reception function within central locations, dealing with enquiries in a timely and efficient manner.  
Maintain a working knowledge of the Council and related public services to advise or direct customer enquiries.  
Escalate customer issues to Customer Centre Coordinator and other teams as appropriate.  
Requirements
Qualifications - NVQ Level 2 in Customer Care or equivalent qualification.
Knowledge and Experience - Experience of working in a customer facing role / Experience of data entry into customer systems / Knowledge of local government and it services