Customer Service Agent

Customer Service Agent Islington Job Role To put into practice the Council's vision of a seamless local service delivery, by providing an administrative and customer service function supporting the Contact Centre. To provide a wide range of best in class services that reflects and meets the needs of the diverse local community and internal customers via all access channels; telephone, email/web, face to face and written correspondence. To process payment in and payments out of Contact Islington; ensure that timescales and performance target are achieved for both. To provide all services in a customer focused, courteous and efficient manner. Key Responsibilities To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy. To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with special needs. To deal with all customer interactions in a polite, friendly and efficient manner. To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales. To encourage customers to use all the facilities provided in the service and assist them in accessing information and services. To ensure that queues are effectively monitored and customer waiting times meet set performance standards