Customer Service Agent (Sc6)
London Borough of Islington
Who You Are
As a Contact Centre Advisor you have experience working within front-line customer services, either face-to-face or over the telephone, preferably in the public sector. You can handle a variety of customer enquiries in a professional and courteous manner, displaying a commitment to delivering a high level of customer service.
What the Job Involves
The Contact Centre Advisor handles a wide variety of resident enquiries, concerns and service requests, aiming to resolve these effectively at the first touchpoint. The role involves dealing with a high volume of calls, directing residents to appropriate council services, processing service requests, and maintaining a high level of customer service throughout. The position also requires participation in continuous training and development, and the support of new starters within the Contact Centre.
Skills
- Experience in customer-facing roles, preferably within the public sector.
- Proficiency in a variety of IT systems used to support customer-focused service delivery.
- Collaborative working with multiple council services.
- Strong verbal and written communication skills.
- Able to work independently and accurately in all tasks.
- Adept in handling challenging situations in a calm, empathetic manner.
- Understanding and commitment to equalities issues and accessible service delivery.