Customer Service Agent (Sc6)
London Borough of Islington
Role
Who You Are
You are a dedicated and professional individual who is eager to play a vital role in delivering an exceptional resident-focused service. Your experience in front-line customer services, combined with your commitment to the core values of collaboration, ambition, resourcefulness, and empowerment, frames you as the ideal candidate for this role.
What the Job Involves
As a Contact Centre Advisor, you will handle various enquiries, concerns, and requests related to Council services. You will provide professional customer service, aiming for first-contact resolution while promoting the use of digital services. Your responsibilities will include managing high-volume calls, directing residents to appropriate services, processing service requests, handling complaints, and participating in continuous training and development. This role looks to improve customer service delivery through collaboration and knowledge sharing within the team.
Skills
- Experience in front-line customer service
- Proficient in IT systems and administrative procedures
- Strong collaboration skills
- Excellent verbal and written communication
- Attention to detail and accuracy
- Ability to handle challenging situations calmly
- Commitment to high standards of customer service
- Clear conveyance of information
- Understanding of equalities issues