Customer Service Assistant

Customer Service Assistant

Contract length: 12 week

Pay rate: £14.68/hour (PAYE)

Location: Alness

Venesky-Brown’s client, a public sector organisation in Alness, is currently looking to recruit a Customer Service Assistant for a 12 week contract on a rate of £14.68/hour (PAYE).

Responsibilities

• Supporting customers to Pay, Report and Request services.
• Regularly operating in house systems, including the corporate Customer Relationship Management system alongside Microsoft 365 packages.
• Upkeep knowledge of mandatory service provision and everchanging policy and procedure.
• Guaranteeing compliance with data security and information management laws.
• Maintaining a consistent and professional approach to sensitive/confidential issues.
• Assisting a diverse customer base, including vulnerable customers with complex needs. Assessing and referring immediate risk to the appropriate service or agency.
• Taking a flexible approach to unforeseen circumstances and demonstrating the ability to ensure risk related reports are prioritised appropriately.
• Liaising within departments, 3rd party organisations and members in a professional manner.
• Will be required to have a focused approach and work towards operational targets.
• Must collaborate with the wider organisation to seek best practice and enhance customer outcomes. This will involve a pragmatic approach and the capacity to think about improving customer experience, whilst working in the constraints of Local Authority resource.
• Commitment to engage with ongoing training and development.
• Adherence with policies and procedures developed to protect credit, debit and cash card transactions and prevent the misuse of cardholders’ personal information.
• To deliver customer service from the environment which best enables you to meet customer needs, participating as part of the team, whether this be hybrid or office working.
• Assist in the detection, prevention and reporting of fraud and misuse of council concessions, benefits and entitlements.
• Will be involved in the Administration and assessment of Blue Badge and Bus pass applications in accordance with the requirements of Transport Scotland’s appropriate legislative framework.
• Access secure systems under social security regulations, using these for the intended purposes only and complying with acceptable usage of these systems.
• Must have an ability to remain politically neutral and democratic.

Essential Skills

• Recent experience of delivering frontline Customer Service to the public.
• Experience with Office 365 programmes including Microsoft Outlook, Excel, Word, and Teams.
• Excellent written, verbal and interpersonal skills.
• Strong Customer Care competencies with an ability to demonstrate empathy and diplomacy.
• A proactive approach to problem solving.
• The ability to actively listen, understand and respond to customers’ needs.
• To be a flexible and effective team member.
• Have the ability to be adaptable and embrace change.

If you would like to hear more about this opportunity please get in touch.

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