Customer Service Advisor (Grade 4)

Customer Service Advisor (Grade 4), Liverpool

Client: CRA GROUP RECRUITMENT AND PAYROLL LTD

Location: Liverpool, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 926797243749

Job Views: 4

Posted: 12.03.2025

Expiry Date: 26.04.2025

Job Description:

3 months contract with a Local Authority

Job Summary:
To deliver accessible, world-class, quality services to all customers by placing them at the heart of the Councils and partner agencies activity. To provide first contact resolutions to customers, always maintaining the highest standard of customer service.

Key Duties/Accountabilities:

1. To handle individual enquiries, complaints, and customer requests.
2. To work flexibly across the hours of the Careline Service.
3. To contribute to the process of continually improving customer access to quality, cost-effective services.
4. To promote a positive image of Careline and Liverpool City Council, working as part of an integrated team.
5. To assist with delivering the Councils commitment to Best Value and customer service.
6. To be fully proficient in all aspects of those services delivered through the Careline Service (full training will be given).
7. To effectively use relevant ICT systems and assist in the creation, development, and maintenance of records, files, and statistical information.
8. To provide accessible and comprehensive information and advice to customers on all Careline services by keeping up to date with all aspects of services.
9. To use, develop, and maintain procedures and codes of working practice that maintain and enhance a quality approach to service delivery.
10. To carry out administrative services including duties related to customer contact including demonstrating appropriate systems to visitors when required.
11. To assist the Team Manager in the development of new staff and trainees through mentoring, job shadowing, and acting as a ‘champion’.
12. Ensure that all work functions and where appropriate, line management responsibilities, are undertaken in accordance with all related Health and Safety legislation and relevant codes of practice.
13. Develop the City Council’s commitment to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Skills/Experience:

1. Customer Service Expertise: Proven ability to deliver exceptional service, providing first-contact resolutions and maintaining high standards.
2. Communication Skills: Strong verbal and written communication skills to engage with customers effectively and colleagues.
3. Problem-Solving: Ability to address and resolve customer inquiries, complaints, and requests in a timely and efficient manner.
4. Teamwork and Flexibility: Collaborative team player, with the ability to work flexibly and assist in promoting a positive team environment.
5. ICT Proficiency: Comfortable using relevant ICT systems and maintaining records, files, and statistical information.
6. Administrative Skills: Experience in handling administrative tasks, including customer contact and procedure development.
7. Training and Mentoring: Ability to support new staff and trainees through mentoring and job shadowing.
8. Health and Safety Knowledge: Awareness of health and safety legislation and commitment to ensuring compliance in all aspects of work.
9. Commitment to Equal Opportunities: Promoting equality and non-discriminatory practices in service delivery.