Customer Service Advisor

Connect2Luton are excited to recruit a Customer Service Advisor on behalf of Luton Borough Council.

Main purpose of position:

To deliver accessible, professional, quality services to all customers by placing them at the heart of the Councils activity. To provide first contact resolutions in order to achieve better outcomes for customers either through the Service centre or Contact centre, maintaining the highest standard of customer service at all times.

You will be responsible to:

• Own, process and resolve complex individual enquiries, complaints and customer requests received. Resolve customer enquiries providing professional information advice and guidance to customers. Work with partner organisations in order to assist customers.
• Help to mentor and train staff to ensure we are providing a quality and up to date advice and guidance service. Ensure staff are proficient in guiding customers through the on-line and self service options offered by the council.
• Use multiple ICT & Customer contact systems effectively. Ensure data recorded is accurate and concise. Creation and maintenance of records, files and statistical information for evidence based data.
• Be fully proficient in a range of those services delivered through the Service centre and Contact centre. Maintaining and acquiring knowledge and expertise in all aspects of existing, new and revised legislation relevant to services delivered.
• Make arrangements with Customers for the repayment of any Council debt, taking into account the Customers financial situation and the needs of the Council to recover the debt whilst identifying early help options for the customer. Take payments in accordance with compliance procedures
• Contribute to continuous service improvement by identifying areas of waste and or service failure and promotional activity for example the Council's Channel shift agenda

Skills and Experience:

• Demonstrable experience of working in a Customer Contact environment providing Information, Advice and Guidance
• Able to deal with enquiries and advice, members of the public via multiple channels. Ability to deal with difficult enquiries and behaviour
• Able to establish and quickly assimilate facts/information, use own initiative to problem solve and take action within defined procedures in an accurate and detailed manner
• Able to converse with ease with members of the public and provide effective help or advice in accurate and fluent spoken English
• Proficient in the use of Multiple ICT & Customer contact systems including Windows based computer packages and case management systems
• Ability to accurately record concise information and produce customer documentation and case records
• Able to interpret legislation such as Housing Benefits, Housing, Adult Social Care or Council Tax. NVQ Level 2 /Level 3
• Able to extend or adjust working hours in order to meet the front line needs of the service
• Able to travel throughout the Borough as and when required maintaining service delivery standards

About Us

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.

Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.

We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.

Connect2Luton is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.