About The Role

The role will support Customer Services Advisors through the effective handling of inbound/outbound correspondence via post or email, provision of administrative support to advisors, handling of lower complexity telephone-based interactions, decision making as part the Blue Badge scheme, data entry, inputting of Adult Social Care referrals, issuing Country Parks tickets and any other Customer Service Administrative tasks.

Specifically, the post holder will carry out administrative services to ensure that internal and external services are maintained and delivered to the required service levels.

You will be part of a very supportive and encouraging team whilst you undergo comprehensive training to enable you to do an excellent job.

If you are flexible and adaptable, then why not grab this exciting opportunity to make a difference and apply.

What will you be doing?

• Log all customer queries, to ensure all email and post queries are answered appropriately within three to five working days and expedite outstanding queries. Make telephone calls where appropriate to customers in relation to their correspondence.
• Ensure all data entry tasks are completed within agreed timescales for Adult Social Care, Blue Badge, Country Parks, Housing Repairs and general enquiries daily.
• To self-manage as required and to be able to prioritise daily workload etc in response to demands of specific service requirements or prescribed programmes.
• Train other Customer Service Administrators in all aspects of the role, to ensure a high standard of customer service is maintained across the team.
• To share knowledge and information with colleagues, contributing to the team’s ability to deliver continuous performance improvements.
• To monitor and assess personal performance against targets, seeking support as necessary to deliver Customer Service Centre key performance indicators (KPIs).
• Maintain a continuous improvement culture generating suggestions for new ways of working leading to a more efficient team
• Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.
• Ensure that reasonable care is always taken for the health, safety and well-being of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department.
• Support a “Customer First” culture within the Customer Service Centre.
• Promote and demonstrate North Northamptonshire Council values and behaviours.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the grade of the post.