Customer Operations Adviser (SCP 18)

Aatom Recruitment is looking for a Customer Operations Adviser (SCP 18) on behalf of a Local Authority. Job Title: Customer Operations Adviser (SCP 18) Contract Duration: 3 Months with Possibility of Extension Working Pattern: Office Based Hours Per week: 36 The main purpose of the role: * To consistently maintain high quality customer service and wherever possible, resolution at first point of contact to residents, customers or partners contacting the council through all communication channels * To process administrative work, ranging from decision making for straightforward processes, to complex processes impacting financial and legislative compliance. * Ensure collection rate targets are achieved by following processes to maximise income to the council and compliance with all relevant legislation and regulations. * Ensure advice and guidance for benefits customers enables an accurate and timely resolution for claims processing times. Specific duties and responsibilities * Provide high quality services when dealing with customer contact in accordance with the council’s customer service standards * Take ownership and responsibility for accurately resolving enquiries at the first point of contact wherever possible * Ensure a positive image to customers and other individuals and organisations and promote the service by whatever means are appropriate and available * Communicate with service providers /partners/internal customers in a positive and constructive manner when arranging for appropriate actions * Undertake processing work across a wide range of business activities * Maintain accurate records and information for the provision of services for customers, using the most appropriate system * Actively encourage customers to use the most efficient method to gain access to and information about council services * Provide support and assistance to vulnerable customers * Undertake and assist with any training/development activities * Work as part of an effective team with a flexible approach to cover the variety of duties and demands across all contact channels * Provide feedback to assist in the development and continuous improvement of services and systems. * Carry out other required duties in accordance with grade and responsibility level Qualifications and Education * Education to GCSE, O Level or equivalent * Customer Service training or qualification Experience * Telephone-based customer service experience * Experience of providing a high standard of customer service in a fast-paced environment * Sound financial knowledge and experience * Administration processing experience