Latest Jobs with Nottingham City Council
Nottingham City Council sent this bulletin at 11-12-2015 12:02 PM GMT|
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Work pattern – Monday to Friday 8.30am until 16.50pm An exciting new opportunity has arisen in our customer contact centre for a Senior Commercial Support Advisor. Working as part of a small team of Commercial Support Advisors, you will have excellent customer service skills, ideally within a commercial environment, and will take responsibility for handing the more complex and escalated calls. As well as being the first point of contact for inbound customer enquiries, including seizing commercial opportunities wherever possible, you will support outbound sales and customer satisfaction campaigns. This is an exciting opportunity to support Nottingham City Council’s sales and commercial ambitions, leading to the protection of services to vulnerable citizens of Nottingham. To act as first point of contact within Neighbourhood Services for Commercial customers primarily via the telephone, but also through other channels appropriate to the demand. To proactively contact both new and existing Commercial customers to support commercial growth activity. To provide support for the wider contact centre where necessary customer contact activities for Citizens; identifying the needs of those customers at first point of contact and then to address that need effectively and efficiently, or else by referring the customer to the appropriate department, partner or external organisation. To support the Customer Service Centre Team Leader in managing escalated enquiries, training new and existing staff and being confident to lead your own mini team of around 4 agents when required with the help of the Customer Service Centre Team Leader and the 2 other Seniors already in post. ESSENTIAL REQUIREMENTS: - Contact/call Centre experience is essential to already understand the environment you would be working in - Experience and confidence to lead and supervise agents as and when required - Deliver excellent customer service appropriate to the needs and requests of customers across Commercial & Neighbourhood Services. - Provides the first point of contact of escalation taking over more difficult enquiries, more challenging customers and complaints. - Dealing with inbound enquiries from potential and existing commercial customers. This includes providing information about products and services available; prices and specifications, booking appointments, taking payments and resolving issues with services provided. - Provides support, guidance, mentoring and training to new staff or colleagues requiring development as and when required. When applying please give examples and detail your experiences of all the above essential requirements. For informal enquiries please contact Marc Danyluk 0115 8761671 or email marc.danyluk@nottinghamcity.gov.uk To receive and answer queries and respond to service requests, providing advice, information and updates to customers in relation to Community Protection services. To be sensitive to customer’s needs, in accordance with Nottingham City Council’s Customer Care Policies. To work as part of a team, being flexible and supportive of team members. To carry out administrative and office tasks, such as filing, sorting and delivering of mail, faxing, photocopying, taking messages and updating appointments diaries, as required. ESSENTIAL REQUIREMENTS: Ability to communicate with a wide range of people, face to face, over the phone and in writing and to deal with irate or distressed customers in a calm diplomatic and tactful manner. Ability to work without supervision, to organise and prioritise own work in an efficient manner and meet deadlines. Good IT Skills, particularly use of MS Word, Excel, internet and intranet services, and able to update social media including Facebook. Ability to learn and develop an understanding of Environmental Health and Anti-Social Behaviour legislation and regulations It is a requirement of this advertised job that the successful candidate(s) pass a NPPV (Non-Police Personnel Vetting) check. To learn more about this please download the attached ‘Vetting Information Sheet’ and read carefully before you choose to apply for this vacancy
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