Customer Service Advisor/Assistant Registrar (Part-Time)
Trabajos de Empleados de centros de llamadas en Reino Unido (SCOTLAND)
Clasificación del trabajo:Personal de apoyo administrativo : Empleados en trato directo con el público : Empleados de servicios de información al cliente : Empleados de centros de llamadas. Clerical support workers : Customer services clerks : Client information workers : Contact centre information clerks.
Descripción de la oferta de trabajo:
Role Profile ROLE DEFINITION To handle customer enquiries across a variety of services including the Registration of births, death and marriages from citizens of North Ayrshire to a high standard of customer care. KEY TASKS AND RESPONSIBILITIES Corporate Responsibilities * To undertake individual role in line with the Council’s Strategic Priorities and in compliance with the Council’s corporate policies and procedures. * To undertake any other reasonably required duties as instructed by Management or someone acting on their behalf, in addition to the role specific tasks & responsibilities detailed below. Role Specific Tasks & Responsibilities * Handle customer enquiries either face to face or over the telephone regarding various North Ayrshire Council services to a high standard of customer care. This will require efficient operation of Contact Centre telephony equipment. * To register births, still births, deaths, marriages and civil partnerships, together with the compilation and return of relevant statistics to the General Register Office and internally within the council. * To prepare and issue certificates and extracts in relation to births, stillbirths, deaths, marriages and civil partnerships, accurate in every detail and advise, process and issue the appropriate documentation in relation to legal preliminaries to marriage and civil partnership. * To hold authorisation to solemnise civil marriages and to conduct civil partnership, naming, citizenship and renewal of marriage vows ceremonies and to assist with their conduct at registration offices to approved venues both during and outwith office hours. * To provide emergency cover over public holidays as required. * Staff main council reception desks, handling basic enquiries and providing sign posting to customers. * Utilise and update IT systems and databases to deal with customer enquiries and requests. * Liaise between front and back office functions as required. * Produce and issue forms or correspondence for a variety of services. * Contact customers on a variety of matters as required e.g. outbound calls by customer request, conducting customer satisfaction surveys. * Undertake regular learning and development in order to keep up to date with the knowledge required to advise on services. * Provide feedback to the Team Leader on customer problems or trends and suggesting improvements which could be made. ESSENTIAL / DESIRABLE CRITERIA Essential Desirable Evidence Education and Qualifications * Certificate of proficiency in law and practice of Registration (must sit exam after 2 years in role) * Application Form * Interview Experience * Experience of working in a customer service environment * Experience of cash collection * Experience of providing support in a call centre environment * Application Form * References * Interview Specialist Knowledge * Knowledge of one of: Council Tax, Benefits, Housing, Social Services or Registrations * Knowledge of authority structure, processes and procedures * Application Form * Interview * Pre/Post-Interview Check (if appropriate) Skills and Abilities * Written and oral communication skills * Data Input Skills * Numerical Skills * Attention to detail * Neat and accurate hand writing * Highly motivated * Works to tight deadlines and under pressure * Resilient, i.e. does repetitive tasks whilst maintaining accuracy * Positive Approach * Application Form * References * Interview Other * Required to work at a variety of offices * Ability to work evenings and weekends, if required * Willing to undertake additional training * Application Form * Interview * Pre/Post-Interview Check (if appropriate) Staff Values & Behaviours North Ayrshire Council uses behavioural based approach throughout the recruitment process. Our staff values of Focus, Passion & Inspiration will be exp
Servicio de empleo de origen:Department for Work and Pensions, Public Employment Services, United Kingdom.