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customer service support

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Location:
Birmingham, West Midlands
Job type:
Temporary
Date Posted:
10 July 2019
reference number:
ZKWMP034

Overview:

* Job Title: Customer Service Support
* Job Type: Temporary (6-12 months initially)
* Pay Rate: £10.43 per hour
* Location: Birmingham City Centre

About

We are delighted to be working in partnership with the West Midlands Police. We are currently looking to support the Customer Service Support team at West Midlands Police HQ Lloyd House in Birmingham City Centre. We are looking for someone who can; provide a first class service for both internal & external customers across multi-channel, customer focused for all customers contacting Shared Services (including face to face, telephone, email and postal channels).

Responsibilities

1 Provision of an effective outbound contact service in support of other services from within Shared Services and organisational initiatives.
2 To work as part of a collaborative goal orientated team focused on achieving outcomes for customers - both in the Customer Services Centre of Excellence and as one wider Shared Services team. Ensuring the customer experience is at the center of the service delivered and that all services are delivered right first time, on time and in the simplest way. Resolving where possible all service requests at first point of contact.
3 Capturing and clearly recording each service request. Ensuring that if the request is to be passed to the back office that all the relevant information is attached, accurately recorded and checked to enable other Centres of Excellence to process the request without recourse back to the customer.
4 Having visibility for all service requests that are logged on the service desk and assigned to the back office ensuring that these are completed within the agreed timescales as set out in the service level agreement.
5 Knowledgeable across all areas of Shared Services (policies, processes, systems, service level agreements and performance targets). Be inquisitive and quickly fill gaps in knowledge.
6 Actively promote the use of self service and new ways of working to customers.
7 Updating and maintenance of the Shared Services knowledge base, which contains for each service specified in the Shared Services Service catalogue the associated policies, processes, forms, FAQ's, SLA and Centre of Excellence lead contacts.

Experience Required

* Experience of working in a customer service delivery environment.
* Experience of effectively dealing with customers at all levels via the telephone, face to face and email.
* Excellent knowledge of what excellent service delivery looks and feels like.
* Experience of developing strong working relationships with a wide range of stakeholders.
* Experience of generating ideas and implementing them to improve the customer experience.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.