THIS IS NOT A WEST SUSSEX COUNTY COUNCIL POST

CUSTOMER SERVICE ADVISOR

Salary - OTE £17200 (opportunity to increase salary through skills progression framework)

Full Time (37.5 hours per week)

The Contact Centre is open between the hours of 8.00 and 18.00 Monday – Friday. 

We are seeking to fill customer service advisor posts within our Contact Centre based in Bognor Regis, West Sussex - Our team provide a front line multi-channel enquiry and information capture service to the general public and internal clients ensuring the highest standards of customer care are maintained at all times.

Our Customer Services Teams predominantly deal with inbound customer service calls from West Sussex residents; we currently have forty customer service lines including libraries, potholes, school places and registration.

Capita are in partnership with WSCC

Principal duties and Accountabilities:

• Deal with client enquiries in a professional manner by all forms of media i.e. e-mail, telephone, letter and web chat.
• To ensure personal targets are met.
• Proactive implementation of team working.
• To promote a positive and professional image in Capita at all times adhering to Company policy procedures and standards.
• To ensure an accurate and timely log of all communication, transfers and escalations.
• Collect good and bad customer journeys to ensure service delivery is continuously developed and improved.
• Deliver high levels of customer service to local citizens and all clients. Ensuring the customer is at the heart of all decisions made.
• Actively promote service excellence and continuous improvement.
• Excellent communication skills.

Qualifications and Experience Required:

• No formal qualifications required. Ideally previous customer services experience (Contact Centre or face to face).

Competencies Required:

• Team working – ability to work in a team environment, be able to recognise his or her own role, and impact on the team, as a team member.
• Communication – good levels of written and oral communication, both on computer and paper.
• Ability to use relevant technologies.
• Influencing – follows logical sequences in discussions and be able to put forward suggestions or points in a convincing manner.
• Decision making – considers all pertinent facts and makes consistent decisions in a timely manner.
• Treats people as individuals and deals with their enquiry accordingly.
• To view training as an enabler to develop within the customer service advisor role.
• Ability to identify continuous improvement ideas.

Please do not click the ‘apply for job button’.

Please note this is not a WSCC post, it is being advertised on behalf of our partner organisation. Please only apply on the partner's direct website as we are unable to accept applications via the WSCC website.

Please note this is not a West Sussex County Council post. It is being advertised on behalf of our partner Capita.

To apply, please email your CV for the attention of Debbie Hynes  or by post to: Contact Centre, Durban House, Durban Road, Bognor Regis, PO22 9RE