Description : Customer Service Officer. Company : Adecco UK. Location : Hybrid remote in London

JOB TITLE: Customer Service Officer

LOCATION: Hybrid working (Office based in Ealing)

PAY RATE: £16.82 per hour paye

DURATION/HOURS: 3 months (possible extension)/ Mon-Fri 35 hours

START DATE: ASAP

Role Purpose:

• To make outbound calls to Ealing residents to check on how they are dealing with the cost-of-living issues and signpost them to available help.
• To provide an efficient and timely service to customers with service requests and direct them to their required services when necessary
• To facilitate and promote the use of online services to Ealing residents.
• To provide an appropriate level of support to customers, that enables them to self-serve.
• To provide a comprehensive, high-quality, in-depth enquiry, information, and advice service for contacts where self-serve is not an available option, over the phone, via email or other social media.
• Provide a level of face-to-face service as and when the Council requires.

Key accountabilities:

• To provide advice and information for council services and report and log service requests ensuring that the appropriate triaging has taken place.
• To use Council ICT systems to log all enquiry and contact details, provide and receive information, deliver advice, and ensure customers have equal access to appropriate services accurately and promptly
• To take ownership of and efficiently manage customers to facilitate their own self-serve/online services and enquiries (either face to face or on the phone).
• To assist customers with ongoing difficult and potentially confrontational issues, which require an increased level of understanding and sensitivity
• Undertake administrative tasks as required by specific service requests

Knowledge, skills, and experience:

• Able to maintain composure and deliver a professional service when customers become difficult, abusive, or distressed.
• Communicates effectively face to face using clear, plain English, in order to respond to written customer enquiries.
• Ability to maintain, update and interrogate computerised records, quickly and accurately.
• Minimum of one year's proven experience of a customer services environment
• Possesses a good working knowledge of a customer services environment.
• Proven ability to successfully resolve queries in a face-to-face environment or by telephone

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.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

To speak to a recruitment expert please contact Rebecca Evans