What's involved with this role:

Job Title: Senior Customer Service Advisor

Ref: Cambridge 5276754

Pay rate: £18.26 per hour PAYE

Role length: Anticipated 1 - 2 months

Working arrangements: Ideally hybrid, will consider remote. All training will be on site.

DBS requirement: Basic DBS is required for this role



The role:

We are looking for a Senior Customer Service Advisor to provide a high-quality advice, information and transactional service to customers by telephone and email to give advice and guidance on housing management queries. You will triage housing advice queries and complete duty referrals, assist the team leader in guiding, coaching, mentoring and training team members and handle more specialist enquiries.

In order to carry out this role, you will need knowledge and experience in housing management including council housing queries as well as experience of using the MRI Orchard system.



Key responsibilities:

Participate in a rota to cover the general reception desk, front service desks and telephone workstations, providing cover across the service centre as daily demand requires
To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme
Record accurate and timely statistical information
To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards
Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service
Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries
Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments
Proactively stay abreast of technical, professional, product and service developments
Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
Assist in training/mentoring of new staff giving advice and guidance as required
In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries



What the client is looking for:

Good general education with GCSE English at grade A-C or equivalent
Willing to work towards NVQ 2 in Contact Centre, Call Handling or Customer Care or equivalent
Knowledge and experience in housing management
Knowledge of Council Tax, Housing Benefit and Council Tax Reduction
Experience of using the MRI Orchard system.
Housing advice triage knowledge is desirable
Experience in a high-volume customer facing role and excellent communication skills
Ability to use a wide range of customer service techniques
Ability to resolve in-depth or specialist enquiries
Computer literate and keeps accurate up-to-date information and records
Data input skills and excellent keyboard skills
Coaching and mentoring skills



How to Apply:

Quote the Job Title and Reference Number in your application.
Submit your CV in Word format.
Applications are reviewed on a rolling basis—early submission is recommended.



We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.



If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.



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Job Ref: Cambridge 5276754


Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.