Customer Services Advisor

🎧Customer Services Advisor
📍 Location: Antrim & Newtownabbey (the postholder will be required to work in both locations, as business needs dictate)
💷 Pay Rate: £16.37 per hour
🕒 Hours: Monday- Friday 9am-5pm
🚀 Start Date: Immediate
📄 Job Type: Full-time, 6 months minimum

Main Purpose of role:
To provide a high level of internal and external customer service, offering a professional and comprehensive information, guidance and support service to all customers, through a variety of channels.
Support the Customer Services Manager and Head of Organisation Development in delivering a range of customer related initiatives.

Key Responsibilities:
1 Supervise the Customer Support Officers teams at Mossley Mill and Antrim Civic Centre.
2 Foster a team approach to all aspects of customer service, identifying areas for development and improvement, and working with the Customer Services Manager to develop and implement team building training, processes and associated materials.
3 Ensure an effective level of communication with the team through briefings, regular 1-2-1 meetings, coaching and training. Identifying additional needs, as required, and researching and reporting on recommendations.
4 Organise staff rotas, manage the TMS system and manage CiAywhere requests for the Customer Services team.
5 Ensure that Standard Operating procedures are current, in place and adhered to by Customer Support Officers.
6 Act as the first point of contact for the team in relation to dealing with difficult customers and issues they cannot resolve to completion. Research best practice on an ongoing basis for service recovery.
7 Support the Customer Services Manager and officers with the implementation, management, resolving and reporting of customer complaints via the Councils Complaints Handing Procedure, along with any associated platforms.
8 Develop and maintain procedures and training support for the operation of the Council telephone switchboard and public address system, connecting the entire organisation. Ensure that voicemail messages are set for all services as required due to public holidays/building closures.
9 Manage the processes and training for handling financial transactions for the team, including CiAnywhere, online payments, reconciliation and lodgements, ensuring all are in accordance with Council procedures.
10 Work collaboratively with Arts, Culture, Tourism & Events to provide support for conferencing bookings within Antrim Civic Centre and Mossley Mill.
11 Ensure the team have appropriate information/resources to support the promotion of events, displays and exhibitions, within Council sites, particularly Antrim Civic Centre and Mossley Mill.
12 Assist in the development and implementation of building procedures, including Fire Evacuation working in partnership with officers, and ensuring Customer Support Officers are aware.
13 Review, maintain and update all procedures and provide training, where required, for the team, to support the efficient operation of the foyers of Antrim Civic Centre and Mossley Mill, maintaining in a tidy and professional manner, and effectively support visitors and customers at all times
14 Ensure the team are appropriately informed, and have sufficient information/resources to effectively direct customers to internal and external assistance, as well as confidently promote Council events, services and initiatives including local tourist attractions, Theatres and Museums.
15 Support the implementation, deployment and maintenance of all relevant customer servicing software platforms, such as the digital platform and future systems.
16 Support with the analysis of Customer services data across all sections of the Council.
17 Support the Customer Services Manager and Council Officers with the delivery of Customer Engagement/Services Projects across Council.
18 Support the delivery of the Council's consultation plan through the Customer Engagement Platform (currently Citizen Space) by conducting surveys and inputting data. Assist the Customer Services Manager to collect information about service problems and trends.

Requirements:
* Minimum of 5 GCSEs, Grades A-C or equivalent, including English and Maths
* Have a minimum of two years' experience in a customer services function with experience in switchboard, reception, and handling payments
* A minimum of 12 months experience dealing with a high volume of calls
* Experience in the use of Windows and Microsoft Packages including Word, Outlook and Excel
* Access to a suitable form of transport to enable the duties of the post to be carried out in full
* Previous experience in a customer facing role including operating a customer management information system and managing a team of customer service advisors is also advantageous

How to Apply:
If you're ready for the next step in your customer services journey, we'd love to hear from you! Apply now with your CV or contact our recruitment team for more information.