Customer Services Contact Officer London, England
Job description
Customer Services Contact Officer
£16 per hour
Akton recruitment are working with a local authority to recruit a Customer Services Contact officer on a 3-month contract. In the role you will be contacting Camden residents who are registered as sponsors in the Homes for Ukraine programme to in order to gather details to complete local government checks on their suitability to house a Ukrainian guest or in need of financial support due to the cost-of-living crisis. Working as part of a wider team withing Customer Services, you will be making and receiving telephone calls, sending texts and emails, providing daily updates on case progress, inputting data into local and national systems, Providing follow up contact and research as needed. This role will be supported by full online training on call handling, procedures and technical information.
- Following call handling procedures for making and recording of calls.
- Contact allocated cases.
- Input all gathered data onto local and national systems.
- Completing internal case reporting forms.
- Complete data return requirements.
- Prioritising lists of new cases and ongoing cases.
- Allocating cases.
- Deals with customer queries and supports customers with accessibility requirements as appropriate.
- Highlights any high risk or safeguarding concerns identified during contact.
- Attends regular contact tracing meetings.
- Experience in a fast-paced environment with unpredictable demand.
- Experience working with members of the public in a customer service environment.
- Experience of managing own workload.
- Experience of telephone systems, TEAMS, Outlook and Internet.
- Demonstrated strong interpersonal skills -ability to communicate clearly and sensitively.
- Must be able to show empathy, patience and encouragement.
- Demonstrated ability to work quickly, under pressure and flexibly – providing support across different roles where necessary.
- Strong attention to detail and communication skills.
- Ability to understand technical information.
- Must be able to thrive in a fast-paced environment working remotely or travel in.
Start Date: ASAP
