What's involved with this role: Temporary Customer Service Administrative Assistant x 4 – Housing Job Ref: Brent 5258412Pa.....
What's involved with this role:
Temporary Customer Service Administrative Assistant x 4 – Housing
Job Ref: Brent 5258412
Pay Rate: £17.27 per hour PAYE
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 4 months
City: Wembley, London
The purpose of the role is to provide customers and other stakeholders, first contact resolution for Housing & Neighbourhoods service area enquiry types via phone, email, webchat and social media channels.
Key Responsibilities:
Provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.
Carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers and stakeholders.
Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering Housing & Neighbourhoods.
Take ownership and appropriate action to resolve enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
Respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
Qualifications:
Good standard of education including Maths and English at GCSE level or equivalent.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
Ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g. linguistic or disability.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: Brent 5258412
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.
