About

The Brief
To resolve a broad range of Revenues and Benefits enquiries received via telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.

Experience with NEC(Northgate) and info@work essential.

Term: Until 1 Sept 2025 initially
Umbrella Rate: £16.12 p/h (umbrella)
Hours: 37 per week
Location: Remote
The Role
1. Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible

2. Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests

3. Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day-to-day activities

4. Manage customer complaints, compliments and suggestions in accordance with the council’s procedures

5. Contribute ideas that create efficiencies or improvements in customer facing and other processes

6. Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments

7. Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.

The job holder may be required at any time to under take any work up to and/or at a level consistent with existing responsibilities. These tasks may be at any location in Cheshire East, to ensure the effective deployment of labour, materials, transport and equipment to meet daily service requirements.

EXPERIENCE

• Experience with NEC(Northgate) and info@work essential

• Working in a local authority call centre or customer centre environment

• Handling abusive or emotive customers

• Experience of dealing with customer complaints

• Experience of dealing with challenging customers

• Experience of dealing with customer enquiries to their conclusion.

JOB RELATED KNOWLEDGE

• Detailed knowledge of a broad range of council services

• Ability to acquire a good knowledge of customer services technology

• Ability to acquire a good knowledge and understanding of the processes required to administer services

• Health and Safety Procedures

• Call Handling standards

SKILLS & APTITUDES

• Excellent Customer Service Skills

• Computer, telephones, and standard office equipment

• Excellent Literacy and Numeracy

OTHER REQUIREMENTS

• Flexible

• Able to work on own initiative

• Positive attitude towards change

• Customer Focused

Job Types: Full-time, Temporary
Contract length: 4 months

Pay: £16.12 per hour

Expected hours: 37 per week

Schedule:

• Monday to Friday

Application question(s):

• Do you have experience with NEC(Northgate) and info@work
• Do you have experience working in a local authority call centre or customer centre environment?

• Do you have detailed knowledge of a broad range of council services?

Experience:

• Local Government: 3 years (required)

Work Location: Remote