Resident Access Advisor Full Time Temporary

Resident Access Advisor needed in West London paying £19.15 per hr PAYE Ref: 4090

This is working full time hours on a temporary basis

Responsibilities:

The purpose of this multi-disciplined position is to deliver excellent service to residents visiting and contacting by telephone, face to face and other digital channels including chat, social media and emails.  Aiming to provide an efficient and accurate service. Resident Advisers will advise on a diverse range of services resolving at the first point of contact wherever possible and ensuring council services interface seamlessly with back office departments

Post holders will engage with customers through a variety of channels including telephone (both inbound and outbound), web, email, face to face, SMS and written correspondence.  Post holders will be expected to have excellent IT, customer service and communication skills and will acquire detailed knowledge of services ensuring services interface seamlessly with ‘back office’ departments, delivering excellent standards of customer care and consistent high-quality information and advice on aspects of all the services provided

The post holder will rotate between providing all frontline services and duties and will be required to work across different locations including the contact centre

The objective is to ensure residents receive an excellent experience, timely and positive response to their contact with by all channels, achieving performance targets and high rates of satisfaction; resolving enquiries at first point of contact

To be the first point of customer contact and provide advice and assistance processing enquiries, including possible complaints, from a wide range of services (such as Parking and Permits, Waste, Planning, Licensing, Elections, Schools Admissions, Environmental Services, Highways and Cleaner Greener, Council Tax, Benefits). 

Process payments from customers for the services offered following the appropriate process ensuring the correct security measures are followed under GDPR and Data Protection

Ensure all customers are responded to promptly within performance standards and in a friendly and professional manner with the highest level of Customer Care.  Excellent customer service to be provided at all times along with a demonstrable commitment to a ‘can do’ and problem-solving attitude

Put customer needs first at every opportunity, treating customers in a fair and consistent way and responding effectively to the needs of both internal and external customers. Interact with customers in a manner that exceeds their expectations and delivers real customer value to achieve an enhanced customer experience

Good IT skills and experience to use, maintain and update databases to ensure information remains accurate and relevant in accordance with the GDPR and Data Protection Act, ensuring data is stored accurately to enable the production of statistical and management reports as required

Listening to customer feedback and providing options so that informed choices can be made, balancing customer expectations with council policies and any resource limitations. Where appropriate and agreed to signpost, direct and/or connect residents and enquiries to other individuals/departments where more complex and specific advice is required to ensure effective service delivery

The ideal candidate will have a customer service qualification or similar e.g NVQ Level 3

 If you are interested in the role, please email your CV to verity@essentialemploy.co.uk quoting the reference number.

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