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Contact Centre Advisor

  • Location:


  • Sector:

    Housing & Local Authority

  • Job type:


  • Salary:

    Up to £10.21 per annum

  • Contact:

    Katie Ore

  • Contact email:

  • Job ref:


  • Published:

    16 days ago

  • Duration:

    6 month

  • Expiry date:


  • Startdate:


Basingstoke & Dean Council

Akton Recruitment has an exciting opportunity for a contact centre Advisor to join the customer service team at the Basingstoke & Dean Council.

Job Role: contact centre Advisor
Job Purpose:
To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, payments and complaints are resolved at the first point of contact.

Main Responsibilities:
1. To assess and resolve enquiries, requests and complaints to ensure that customer enquiries are resolved at first point of contact unless specialist knowledge or further investigation is required.

2. To use sound judgement and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed performance indicators, service level agreements and quality standards to maximise customer satisfaction.
3. To receive and process payments made to the council and to resolve queries within agreed processes.

4. Provide a comprehensive information service to the public, advising on services available from and the policies and procedures of the borough council. Also advising on services available from the County Council and other agencies which will resolve or inform the needs of the customer.

5. Maintain electronic databases with information given, services requested, and complaints made to ensure accuracy of information and efficiency when dealing with customers.

Important Information
6 Month Contract