Senior Support Service Advisor

Location - Remote Working and in the Office at Chichester

Hourly Rate - £10.60

Full Time - Interim Position

Reference - 7860981

Background

This role will be responsible for providing a first class customer orientated telephone, email, electronic and occasionally face to face service to customers, both internal and external, dealing with a wide range of service areas and resolving issues on the first contact where possible, ensuring the highest standards of customer care are maintained.

The role will operate as part of the System Support team which provides first line support to internal and external users on a variety of Adults, Children’s and Fire & Rescue Service systems activity. 

Key Responsibilities

• Be a main point of contact for enquiries covering a full range of services through all contact channels, e.g. face to face, telephone and electronic enquiries. Deal quickly and efficiently with customer enquiries by phone, post or e-mail.
• Provide technical help and advice to customers using the Council's systems or services.
• Support colleagues in dealing with more complex issues, e.g. workflow navigation or access requests and roles.
• Carry out related administration tasks associated with customer inquiries e.g. provision of information to customers following at enquiry, updating and maintaining tracking systems.
• Assist in the monitoring, analysis and evaluation of the service by recording any statistical information requested e.g. volume of calls, specific inquiries and requests for further information.
• Communicate in an appropriate manner with a range of customers through face to-face contact, on the telephone and in writing to deal with a variety of enquiries, solving varied problems and giving advice.
• Provide advice and guidance to colleagues on specific aspects of the provision of services such as supporting the development of knowledge in the individuals’ subject matter expertise.
• Input information into an electronic system and/or type documents such as standard letters, or input/update straightforward spreadsheets.
• Interpret complex information for e.g. to produce a high-quality document with minimal guidance or to respond to a customer enquiry or establish the most effective way to respond to a service request where co-ordination may be required across more than one team or service.
• Keep accurate records of enquiries and correspondence with customers.
• Make recommendations for the improvement of information sources and service delivery to enhance working practices and deliver high quality services to customers (e.g. identification of opportunities to increase customer self service).
• Responsible for regularly handling, processing and storing confidential information relating to the service.
• Support equality and diversity and respect customers, clients and other members of staff regardless of gender, age, disability, sexual orientation, religion or ethnic origin.
• Remain up to date and compliant with all relevant organisational procedures, policies and professional codes of conduct in order to uphold standards of best practice.

Key Skills

• Strong customer focus with the ability to work as a key point of contact for advice and
  guidance for customers and colleagues and provide a professional service to meet customers needs.
• Ability to work as part of a team completing shared tasks in order to deliver a service to others.
• Good IT skills including Word and Excel (or equivalent packages) for word processing, data processing, maintaining basic computer databases and production of straightforward statistical data, etc.
• The ability to work effectively with Customer Management systems.
• Ability to organise and present information clearly, concisely and accurately and in ways that promote understanding, either verbally or in written/electronic form.
• Ability to interpret complex information to produce a high-quality document with minimal guidance.
• The ability to organise, plan and meet set targets e.g. such as weekly reporting to team meetings, or the development of new ways of working.
• Ability to develop with and respond to the changing needs of the service.

Qualifications and Experience

• NVQ 3 in Customer Service or equivalent qualification or experience.
• Certificate in Information Technology or equivalent qualification in a related field or equivalent experience and knowledge in a relevant subject matter.
• Significant experience of dealing with customers and providing a high level of service, giving advice and guidance.

If you are interested in this role, please call 020 3641 9193 for further details or email your CV to apply@instajobsuk.com