Job Description

Customer Service Advisor
Location: Georgie Road, Edinburgh
Salary: £6.50
Hours of work: Mond-Thurs 8.30am - 5pm & Friday 8.30am - 3.40pm

PURPOSE OF JOB
To provide a range of front-line services for members of the public (customers).

MAJOR TASKS/JOB ACTIVITIES
Establish an Effective Foundation for Service Delivery
Understand customer rights, entitlements, needs and expectations, and how they apply to the services provided.
As appropriate, comprehend and apply Health and Safety, Data Protection, Equal Opportunities, Disability Discrimination, and other legislative and regulatory directions and procedures to the services that are delivered to customers.
Have an appropriate understanding of the ctions relevant to the customer service role undertaken, and any contractual agreements that may apply to them.
Operate systems, procedures and guidelines applicable to services provided. Includes, collate and maintain accurate records, liaise with other front office and back office staff to clarify issues, and process credit and debit card payments.
Comprehend operational targets relevant to the post, personal role in ensuring they are achieved, and the implications to the Client if they are not met.
Communicate in a clear, polite and confident manner whilst ensuring that all relevant codes of practice and ethical standards are maintained.
Give Customers a Positive Impression of Themselves and the Client
Ensure standards of personal appearance and behaviour, and the operational environment are maintained.
Apply Client standards/ guidelines for recognising customer needs and expectations, and responding positively to them.
Utilise established rules and procedures for communicating with customers. Includes, recognise when customers are confused or angry and take appropriate action.

Candidate Profile
Call centre/contact centre experience
Excellent telephone skills
Good customer service skills
Hard working (our contact centre takes a high volume of calls)

Qualifications/Skills Required

Call centre/contact centre experience
Excellent telephone skills
Good customer service skills
Hard working (our contact centre takes a high volume of calls)