Customer Service Agent
Islington
£23/hr
Start date: ASAP
Full time: 36/hrs a week

Hatched Recruitment is working closely with the local authorities and we are looking for a Customer Service Agent in the Islington area.

PRIMARY JOB FUNCTION

• To put into practice the Council's vision of a seamless local service delivery, by providing an administrative and customer service function supporting the Contact Centre.
• To provide a wide range of best in class services that reflects and meets the needs of the diverse local community and internal customers via all access channels; telephone, email/web, face to face and written correspondence.
• To process payment in and payments out of Contact Islington; ensure that timescales and performance target are achieved for both. To set up and issue Contact Islington invoices.

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 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.

EDUCATION and EXPERIENCE
E1 Proven relevant experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment.
Or
Proven experience in the public sector working in front-line service delivery either face to face or over the telephone.
E2 Experience of working with a diverse community in a customer focused
environment