Job Title: Customer Service Advisor

Benefits & Perks:

- Competitive hourly rate: £12.20

• Temporary contract with potential for extension

- Part-time working pattern: 25 hours per week

• Convenient location with nearby parking
• Breakout areas and tea/coffee facilities

About Our Client:

Our client, a local government organisation in Lincoln, is seeking a Customer Service Adviser to join their team. As a Customer Service Adviser, you will play a vital role in providing exceptional customer service to members of the public, acting as a bridge between the community and the local council. You will handle a wide range of queries and responsibilities, including waste collection, school admissions, processing certificates, and various children and adult services. This is a temporary role with the opportunity to make a meaningful impact on the community.

About The Job:

As a Customer Service Adviser, you will be responsible for providing outstanding service to all customers who contact the Customer Service Centre. Your primary objective will be to ensure that customers are at the centre of your decision-making process, delivering a positive experience across all communication channels. You will also be expected to meet individual and team objectives and achieve key performance indicators.

Key Accountabilities:

• Display empathy and understanding when interacting with customers, while accurately recording information on the relevant IT systems
• Utilise your knowledge of social care and relevant legislation to ensure all contacts are handled appropriately
• Process customer enquiries or redirect them to the necessary resources, utilising service-specific IT systems
• Treat all customers with courtesy, fairness, and respect, and network with third-party organisations to support non-English speaking customers
• Collaborate with professionals to determine the most suitable next steps for each customer
• Identify and prioritise urgent contacts, responding promptly and efficiently
• Keep your knowledge up to date by utilising the provided knowledge base and completing required training
• Contribute to the creation and maintenance of knowledge base content
• Build positive relationships with colleagues, clients, professionals, and third-party organisations, promoting continuous improvement and sharing knowledge
• Adapt positively to change and embrace a flexible approach to work

Role Essentials:

• GCSE or equivalent in English and Maths, or proven literacy and numeracy skills
• Relevant level 2 (or above) Customer Service qualification, such as Institute of Customer Service Award or NVQ in Customer Service
• Experience working in a social care function or demonstrating an understanding of this type of work
• Proficiency in face-to-face or telephone customer service, including handling difficult cases and complaints
• Expert knowledge of contact centre telephony systems and contact recorder systems
• Competency in using Microsoft Office applications (Word, Excel, Outlook)
• Accurate and timely record-keeping using electronic resources and service-specific IT systems

Additional Notes:

• This role may involve dealing with highly emotive and challenging issues, requiring a level of resilience.

If you are a dedicated and compassionate individual who thrives in a customer-focused environment, we would love to hear from you. Apply now to join our client's team as a Customer Service Adviser and make a positive impact in your community.

Please note that this is a temporary position based in New Boultham, Lincoln. The working hours will be part-time and include shifts scheduled between Monday and Friday (17:30 to 23:30) and weekends (08:00 to 23:30). The office is conveniently located within a 14-minute walk from Lincoln train station, and nearby parking is available within a 5-minute walking distance.

Apply today and take the first step towards an exciting and rewarding customer service career with our client's organisation.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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