Customer Service Advisor Part Time Temporary

Customer Service Advisor needed in Loughborough, £12.80ph PAYE – Reference: RQ1339639

20hrs – 9am to 1pm (Monday to Friday) 

Main Duties and Responsibilities –

• Collate, analyse and present customer feedback information, identify trends and issues to enable improvements to service processes across the organisation
• Administer the corporate complaints process/system ensuring complaints are logged on the corporate system and responses are completed in line with target times
• 3.To handle a range of different and sometimes challenging situations and react accordingly with tact, diplomacy and empathy to diffuse potentially tense situations in a positive and calm manner.
• 4.Ensure management and performance information, including system reports and statistics, customers’ satisfaction and service volume data is analysed on a regular basis to identify areas for improvement.
• In the absence of the Investigations Officer investigate and respond to stage 2 complaints to ensure a timely response inline with the Corporate Complaint Policy
• Support the Revenues and Benefits Contract Officer to ensure all quality checks and incoming correspondence is handled within required timescales.
• Provide administrative support to the Customer Experience Team as required, including, Data governance, insurance and complaints.
• As required, support the Customer Experience Team when working with different customer groups (through forums, working groups, surveys etc) and Councillors designing and testing new and re-engineered processes to ensure they meet the needs of our customers.
• Act as the first point of contact for any queries relating to corporate complaints, giving advice and support as required.
• In the absence of the Data Protection and Information Security Officer administer the Freedom of Information process, ensuring requests are handled with the statutory guidelines
• The postholder will be required to undertake such other duties commensurate with the grade, and / or hours of work, as may be reasonably be required.
• Responsible for protecting and managing information securely, and reporting breaches or suspected information security breaches, in line with policies.

This is a part time role on a temporary contract basis.

If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to katie@essentialemploy.co.uk quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.

Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.

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