Job Customer Services Information Guide, Stanley

4 Month Contract With A Local Authority

Job Purpose:

To provide exceptional customer service by handling incoming calls and emails from customers efficiently and professionally, ensuring all enquiries are resolved accurately and promptly in line with company standards.

• Respond to incoming customer calls using the company’s Call Centre technology systems.
  

• Manage and reply to customer emails using digital communication tools in a timely and professional manner.
  

• Listen attentively to customer enquiries, asking relevant and clarifying questions to fully understand their needs.
  

• Provide accurate information, guidance, and assistance in accordance with company policies and procedures.
  

• Maintain high levels of customer service by being courteous, empathetic, and professional at all times.
  

• Record and update customer information and interactions accurately in the company’s CRM or call management systems.
  

• Escalate complex queries or complaints to the appropriate department or supervisor when necessary.
  

• Adhere to service level agreements (SLAs), quality standards, and company performance targets.
  

• Contribute to a positive team environment by supporting colleagues and sharing knowledge.
  

• Previous experience in a Customer Service role, ideally within a contact centre environment.
  

• Excellent verbal and written communication skills.
  

• Strong ability to listen, empathize, and deliver solutions that meet customer needs.
  

• Competent in using call centre systems, email platforms, and customer databases.
  

• Good attention to detail, accuracy, and time management skills.
  

• Friendly, professional, and proactive approach to customer interactions.