BBS Recruitment is an independent recruitment agency specialising in Transport andamp; Logistics, Social Care, Public Sector, and Commercial recruitment.
We are currently recruiting for an experienced Customer Service Agent to join our clientand#39;s busy Contact Centre in Islington.
The ideal candidate will have at least one yearand#39;s experience working within a local authority environment, alongside a background in customer service or contact centre operations.
This is an excellent opportunity to work within a busy and supportive Contact Centre, delivering a high-quality service to residents across the borough. As a first point of contact, you will play a vital role in providing accurate information, resolving enquiries and ensuring residents receive a professional, efficient and compassionate service.
Key Responsibilities of the Customer Service Agent :
- Answer incoming telephone calls from residents, providing a professional, friendly, and efficient service.
- Respond to enquiries relating to council services, housing, repairs, and other local authority services.
- Provide practical advice, guidance, and solutions in line with council policies and procedures.
- Support vulnerable or distressed residents with empathy, patience, and professionalism.
- Accurately record customer enquiries and update information on the counciland#39;s CRM and case management systems.
- Ensure all customer interactions are documented clearly and accurately.
- Escalate complex enquiries to the appropriate department where necessary.
- Work collaboratively with internal teams to resolve customer issues promptly.
- Meet individual and team performance targets while maintaining excellent customer service standards.
- Handle confidential information in accordance with GDPR and council policies.
- Maintain a positive and professional approach in a fast-paced contact centre environment.
Requirements for theandnbsp;Customer Service Agent:
- Previous experience working in a call centre, customer service, or contact centre environment.
- Excellent communication and active listening skills.
- Ability to remain calm and professional when dealing with challenging or vulnerable customers.
- Strong problem-solving and decision-making abilities.
- Good IT skills, including experience using CRM or case management systems.
- Excellent organisational skills and attention to detail.
- Ability to work effectively as part of a team and manage a busy workload.
What We Offer for theandnbsp;Call Centre Advisor:
- Monday to Friday shift patterns between 8:00am and 8:00pm, with occasional Saturday shifts (8:00amandndash;12:00pm).
- Opportunity to gain valuable experience with one of Londonand#39;s leading local authorities.
- Training will be given
- Support from a dedicated recruitment consultant throughout your assignment.
- Hybrid Workingandnbsp;
If you have previous call centre or customer service experience within local authorities and are passionate about delivering excellent customer service, weand#39;d love to hear from you.
Apply today with your up-to-date CV, and one of our consultants will be in touch.