Customer Service Agent

2000000I Requisition #

Grade: Band C Lower

Salary: £20,619 to £25,380

Closing Date:  28th January 2020

Service Overview

The Customer Services Team is the single point of contact for all business as usual service requests into Shared Services. Whether this be through self-service, web chat, face to face, telephone, email or the postal channel. This will include the provision of an effective outbound contact service in support of Shared Services being far more proactive and preventative.

We will ensure that the customer experience is at the centre of service delivery and everything is delivered right first time, on time and in the simplest way, resolving wherever possible service requests at the first point of contact rather than passing them deeper into Shared Services.

Customer Service Agents will have continued visibility for service requests that cannot be dealt with at first point of contact that are assigned to other areas of Shared Services or Shared Services to ensure these are completed within agreed timescales – this is a key game changer in offering a significantly improved customer experience.

Key responsibilities of the Customer Service Agent role:

Delivery Excellence - the provision of high quality, effective & efficient services.

  • Provision of a first class, internal & external, multi-channel, customer focused one stop shop for all BAU service requests within Shared Services(including face to face, telephone, email, web chat, self-service and postal channels).
  • Provision of an effective outbound contact service in support of other services from within Shared Services and organisational initiatives.
  • Ensuring the customer experience is at the centre 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 through numerous service channels (i.e. phone, webchat, email)
  • Having visibility for all service requests that are logged and assigned to other delivery teams, ensuring that these are completed within the agreed timescales as set out in the service level agreement.
  • Actively promote the use of self service and new ways of working to customers.
  • To demonstrate a working knowledge across all areas of Shared Services (service catalogue, policies, processes, systems, service level agreements and performance targets).
  • Actively participate in the development of the Customer Services Team and Shared Services as a whole.
  • Deputise for the Customer Services Team Leaders as and when required.

Knowledge and Experience – Essential:

  • 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.
  • Working knowledge of the Shared Services service catalogue (i.e. the services we provide) and the associated policies, procedures, systems, service level agreements and performance targets.
  • Experience of working in a progressive fast paced customer service environment using the latest ways of working and communicating with customers (for example self-service, web chat).

Skills – Essential:

  • Clear communicator with highly developed communications skills both verbal and written.  Acts in a collaborative way that engages with people at all levels to understand their requirements and effectively respond. 
  • Ability to manage difficult customer situations.
  • Possess a high degree of accuracy and attention to detail.
  • Able to work effectively as part of a team.
  • Highly motivated & resourceful. 
  • Good listening and problem solving skills.
  • Inquisitive, flexible and adaptable.  Able to learn new processes and systems quickly and effectively.
  • Ability to generate solid ideas for improving service delivery.
  • Able to prioritise own work and deliver results in a highly pressured environment.
  • IT literate, including the effective use of MS Office and core systems.
Additional Information:
  • Working outside of standard office hours may be required.

West Midlands Police are currently undertaking a long term review of staff pay and conditions.  The grade, pay and other terms of employment are therefore subject to review and may change in the future. 

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions.  As part of our commitment we operate a Guaranteed Interview Scheme - all candidates who declare a disability and meet the essential criteria for the role will be guaranteed an interview.

Diversity and Inclusion Vision:  Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities.

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Phone: 0121 626 5100

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