Customer Service Adviser – LGSS

Reference HQ00019330
Contract Type Temporary
Duration 3 months
Location Northamptonshire
Job Type Full-time
Start Date ASAP
Hours per week 37 hours per week
Rate £9.73 per hour

About the job:

We are seeking a Customer Service Adviser to join LGSS Helpdesk (John Dryden House, Northampton, NN4 7YD) to maximise resolution of enquiries and information requests from customers at first point of contact.

Specifically, Customer Service Adviser will be the first point of contact for all LGSS customers, with enquiries/issues related to the following service areas:

– HR Advisory

-Organisational Workforce Development

-Health and Safety

-Payroll and Recruitment Services

-ERP

 

This is a temporary job for an initial three months. However, this position may become permanent subject to performance.

  • Resolve at least 80% of customer queries, by telephone, email, fax, SMS, face to face or in writing within pre-determined timescales, only forwarding / escalating to others in exceptional circumstances
  • Assess the priority of incidents based on the impact to the customer and the organisation, and where necessary assign to the relevant service area in instances where resolution demands a complex investigation or is highly sensitive
  • Assess, analyse, interpret and record customer needs using appropriate skills and technology, to enable customer issues to be resolved and a database of customer needs and contact to be developed
  • Resolve complaints/concerns at the first point of contact, where possible, minimising the need to escalate to the Helpdesk Team Leader or Transactional Service Lead for investigation
  • Continuously seek to improve the service offered to customers, proactively interpreting customer needs and suggesting improvements to service delivery
  • Monitor and assess personal performance against targets, seeking support as necessary in order to deliver against LGSS Helpdesk KPIs
  • Share knowledge and information with colleagues, contributing to the team’s ability to deliver continuous performance improvements
  • Ensure customers are regularly updated on the progress of their enquiry or service request as agreed at point of contact
  • Be proficient in the use of all technology deployed in the LGSS Helpdesk to help facilitate an excellent customer experience
  • Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs
  • Ensure that reasonable care is always taken for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department
  • Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post

 

  • Customer Service Background with proven experience of interacting with customers face to face, over the phone and in writing, therefore evidencing extensive experience of articulating both in writing and verbally
  • Proven experience of working within a fast paced/ team environment
  • Experience of following process and procedure to answer customer queries only escalating where necessary
  • Ability to empathise with customers and use questioning skills to identify root cause of customer issues
  • Ability to prioritise workloads to meet business as usual activity and ad-hoc project work
  • Ability to assimilate information in a variety of different formats (telephone, email, written)
  • Ability to build trust and rapport with the Customer
  • Previous work experience that evidences the ability to handle customer queries relating to sensitive subjects
  • Motivated by helping people and working with customers to resolve their issues
  • Ability to understand and work within process, however recognise and suggest opportunities for improvement via the appropriate channels
  • Ability to work with minimal supervision and willingness to receive and actively engage in coaching, training and development
  • Ability to demonstrate awareness/understanding of equal opportunities and other people’s behaviour, physical, social and welfare needs
  • Educated to GCSE level or equivalent with pass grades in English and Maths
  • A customer service background with proven contact centre experience
  • Experience of working within a team environment.
  • Experience of working under minimal supervision.
  • Experience of following process and procedure to answer customer queries only escalating where necessary.
  • Computer literacy with experience of using Microsoft Office products
  • Preferable experience of working as an effective team member to meet Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)
  • Holiday entitlement of up to 31 days per annum, pro rata (including bank holidays).
  • Opus candidates hear about jobs first
  • Opportunity to apply for permanent positions as an ‘internal candidate’
  • Gain experience to support permanent applications

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Testimonials

“I have dealt with Opus several times when recruiting temporary staff to my team. My requests are dealt with in a professional and friendly manner, and I know that I can approach them with any questions that I may have. Excellent service.”

Emma Williamson, Senior System Support Officer (Cambridgeshire County Council)

“Opus was very helpful in the recruitment process, I was lucky enough to get a placement within the council instantly. The team are incredibly friendly and are always happy to help.”

Jamaal Guthrie, Customer Service Advisor

“I just wanted to say how marvellous the LGSS recruitment team have been. I’ve got quite a few temps/vacant positions needing support and having Opus LGSS’ support has made everything so much easier. I’ve managed to fill one of my posts and I have interviews lined up for the others…”

Kelly Greenhill, Information and Support Team Manager (Northamptonshire County Council)

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Tanya Pascual, Major Infrastructure Programme Manager (Cambridgeshire County Council)

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