Customer Services Advisor – Revs & Bens
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Job Description
Customer Services Advisor resolving Revenues & Benefits enquiries received via telephone in a remote role. Managing customer requests and maintaining records with a focus on compliance.
Responsibilities:
- Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible
- Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests
- Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities
- Manage customer complaints, compliments and suggestions in accordance with the council’s procedures
- Contribute ideas that create efficiencies or improvements in customer facing and other processes
- Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments
- Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.
Requirements:
- Working in a local authority call centre or customer centre environment
- Handling abusive or emotive customers
- Experience of dealing with customer complaints
- Experience of dealing with challenging customers
- Experience of dealing with customer enquiries to their conclusion.
- Detailed knowledge of a broad range of council services
- Ability to acquire a good knowledge of customer services technology
- Ability to acquire a good knowledge and understanding of the processes required to administer services
- Health and Safety Procedures
- Call Handling standards
Benefits:
- Hundreds of global and local perks, available online 24/7
- Free monthly lifestyle perks; such as free coffees, breakfasts, cinema tickets, etc
- Shopping discounts from the biggest brands, all year round
- Save money on everything from the supermarket shop to summer holidays
- Easy to follow videos for everything from yoga exercises, to strength training and HIIT workouts
- Mindfulness, meditation and sleep resources, available on all your devices
- Guides to help with everything from anxiety to stopping smoking
- Confidential mental health helpline, 24/7 access to a qualified counsellor
- Working with us means you're always part of Team BSS - celebrate and recognise fellow contractors, whether they're across the desk or across the world
- Company polls where everybody can vote for the winners
- A single place to find company updates, photos, benefits information and lots more! Stay in the loop with what’s happening by accessing Culture hub anywhere, at any time
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