Customer Service Agent

2-3 months contract with a Local Authority Job Summary: ·          To put into practice the Council’s vision of a seamless local service delivery, by providing an administrative and customer service function supporting the Contact Centre. ·            To provide a wide range of best-in-class services that reflects and meets the needs of the diverse local community and internal customers via all access channels; telephone, email/web, face to face and written correspondence. ·          To process payment in and payments out of Contact Islington; ensure that timescales and performance target are achieved for both. To set up and issue Contact Islington invoices. ·          To provide all services in a customer focused, courteous and efficient manner. Key Duties/Accountabilities ·          To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy. ·          To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with special needs. ·          To deal with all customer interactions in a polite, friendly and efficient manner. ·          To use the relevant technology systems to provide high quality accurate advice. ·          To be readily identifiable as a Contact Islington agent. To comply at all times with the dress code and/or to wear the uniform provided. ·          To work shift patterns within designated Contact Islington operational hours including evening and weekend working. ·          To maintain records and produce statistics where necessary. ·          To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales. Essential Experience Required: ·          Experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment OR in the public sector working in front-line service delivery either face to face or over the telephone is essential. ·          Experience of using IT& telephony systems and administrative procedures in a customer focused organisation is essential. Essential Qualification Required: ·          General Education or equivalent is essential. Additional information to note: ·          Working hours: 35 hours per week. ·          This role will require you to undertake and obtain an Enhanced level satisfactory clearance from the Disclosure and Barring Service (DBS) . ·          Location: 222 Upper Street, London N1 1XR   The role closes soon, please apply ASAP.