To support the successful delivery of Transport Services via Travel Assist and Birmingham City Council through the provision of excellent customer service to all customers (including members of the public, transport commissioners and citizens) by telephone, e-mail and other electronic communication and face-to-face.
Duties & Responsibilities
Deliver an agreed level of customer service that reflects the vision, values, aims and objectives of BCC and partners.
Using an on-line script and other ICT systems, provide accurate and appropriate information and advice on the range of services provided by Travel Assist.
Interpret complex queries/problems generated by contacts from customers in order to find solutions to meet the customers’ needs.
Administer and process all transport enquires, referrals and requests in line with prescribed procedures ensuring accuracy and confidentiality of all data/information provided/entered and validation of citizen eligibility/entitlement to services prior to confirmation.
File/store/record all data/information in line with prescribed procedures.
Reroute calls to an appropriate Travel Assist Coordinator or Specialist Advisor when unable to assist customers, ensuring the customer receives an appropriate response to their query.
Maintain up to date knowledge of services and ICT developments to ensure that customer service is delivered in accordance with service standards and a professional image is presented to customers.
Handle both inbound and outbound contacts and communications with suppliers, customers and colleagues in other sections, departments and organisations.
Respect the confidential and sensitive nature of customer enquiries and handle difficult or potentially aggressive situations appropriately.
Participate in developing the specialist requirements of the service and contribute constructively to the improvement and development of Travel Assist, including assisting with redesign (through feedback of personal & customer views) and make reasoned suggestions on how to improve customer service.
Work effectively within a team, sharing knowledge with colleagues, working flexibly and participating in team-based activities.
To be flexible in working contracted hours over an extended working day
Carry out, as required, any other duties that are appropriate to the post of Customer Service Advisor.
Carry out duties in accordance with the Council’s Equal Opportunities Policy, Information Security standards, the Data Protection Act, Freedom of Information Act and any other relevant legislation that directly affects electronic service delivery.
Any other duties and responsibilities within the range of the salary grade.
Salary: £65 – £85/day
Job Type: Permanent, Contract, Temporary, Part Time
Location: Birmingham, West Midlands (County)
To apply for this job please visit www.cv-library.co.uk.