Position Overview & Specifications

Islington - Customer Service Agent

Hours Per Week : 35.00

Start Time : 09:00

End Time : 17:00

Front of House customer service based in service centres

Umbrella: £19.00ph – On going contract

Location - N1 1XR

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 use the relevant technology systems to provide high quality accurate advice.
To be readily identifiable as a Contact Islington agent. To comply at all times with the dress code and/or to wear the uniform provided.
To work shift patterns within designated Contact Islington operational hours including evening and weekend working.
To maintain records and produce statistics where necessary.
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 monitor personal performance in terms of agreed personal work targets.
To comply with the Council’s policies and procedures and ensure the confidentiality of customer information.
To attend training relevant to the purpose of the role.
To carry out other duties which are in line with the purpose and grade of the post.
To be an effective and productive member of a front line, customer focused team, contributing to meetings, team building, and continuous improvement.
To handle, process, and record payments by cash, cheque and credit cards.
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.
Ensure all customer details are identified and recorded accurately on the relevant computer systems.
To work to a consistently high standard, and on own initiative, complying with systems developed to demonstrate quality, including external assessment and customer feedback.
To contribute to reviews of working practices and readily adopt new ways of working.