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Customer Service Officer

  • Location

    Lewes, East Sussex

  • Sector:

  • Job type:

    Permanent

  • Salary:

    £10.79 - £11.85 per hour

  • Contact:

    Helen Ruddy

  • Contact email:

    Helen.Ruddy@talascendint.com

  • Job ref:

    BBBH90830_1532510476

  • Published:

    about 1 year ago

  • Expiry date:

    2018-08-24

  • Startdate:

    06/08/2018

  • Consultant:

    #

JOB PURPOSE :

To maintain excellent relationships with key stakeholders, keeping them up-to-date with all Highway matters and provide an end to end customer experience

KEY TASKS AND ACCOUNTABILITES :

  • Provide a professional and timely response to your Key Stakeholders (members, parishes and client) enquiries through all of our communication channels
  • Take ownership of enquiries from initial contact through to resolution within agreed timescales and maintain a complete record of all contact within Salesforce
  • Operate as the lead point of contact for any and all matters specific to your Key Stakeholders
  • Build and maintain strong, long lasting and trusted relationships with your Key Stakeholders
  • Respond to customer complaints with the aim to resolve at first contact where possible
  • Show commitment to continuous development, to maximise your potential and ensure the efficient delivery of the Contact Centre service
  • Attend regular Strengthening Local Relationship meetings with Key Stakeholders, feeding back information and updates
  • Producing and circulating a 'Monthly Update' to all Members
  • Attending Team Involvement Meetings regarding upcoming roadworks, contributing to the planning of works using local knowledge and previous customer concerns
  • Researching and responding to written formal enquiries.

MEASURES OF SUCCESS:

  • Feedback from progress meetings with Line Manager and colleagues
  • Monthly reporting deadlines all met
  • Customer/Client/Public Satisfaction results are analysed
  • Relationships with Members are professionally developed

SERVICE STANDARDS:

  • Act with integrity and professionalism at all times
  • Be open and honest in working relationships
  • Flexibility and resilience
  • Respect for confidentiality
  • Be an ambassador for the business at all times

ADDITIONAL INFORMATION:

  • At all times adhere to company procedures with regard to health and safety and

where applicable to ensure all team members do likewise.

  • At all times to behave in a way that supports the company's stated vision and values

and where applicable to ensure all team members do likewise.

  • This job may require working outside of normal office hours

Experience:

  • Use of CRM System such as Salesforce
  • Strong computer literacy
  • Experience with a Customer Service Environment