iPeople Solutions is currently recruiting for Customer Service Agent to work for our client based in Islington and surrounding areas.
The successful post holder will provide excellent customer service dealing with enquiries and issues end to end within a Contact Centre and face to face environment. In line with the ‘One Islington’ vision and using award-winning technology.
The successful post holder must have housing benefits and council tax experience.
Duties and Responsibilities
- To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy.
- To be sensitive to the needs of different customer groups ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with special needs.
- To deal with all customer interactions in a polite, friendly and efficient manner.
- To use the relevant technology systems to provide high quality accurate advice.
- To maintain records and produce statistics where necessary.
- To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales.
- To monitor personal performance in terms of agreed personal work targets
Requirements
- Good experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment.
- Good experience in the public sector working in front-line service delivery either face to face or over the telephone.
- Experience of working with a diverse community in a resident focused environment
- Experience of using IT & telephony systems and administrative procedures in a customer focused organisation.
Working Hours: 35 hours a week, Monday – Friday
