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About the Role

Our Customer Services Team play a vital role in achieving our goals by providing the residents of Newham with ‘top class’ services which are delivered ‘right, first time, every time’. To achieve this, we need to ensure we have the right people working for us.

Responsibilities

• Support the Council’s vision and HEART agenda by providing a wide range of best in class front line services within customer services.
• Support the ethos of ‘right first time’ within customer services.
• Support the overall delivery of excellent customer care by working in conjunction with the customer services team to provide high quality service during opening hours.
• Support the day to day operations of Customer Service in conjunction with the management team.
• Answer calls from Newham residents about a range of Services providing signposting guidance and support and resolving queries at first point of contact.
• Assist with admin support as and when required to further enhance resident experience.
• Answer queries received via multiple channels such as Emails, web queries, Social Media and live chats.
• Process and make decisions on concessionary travel applications.
• Investigate and respond to customer complaints and provide feedback to the Customer Service Management Team.

Requirements

• Previous experience of working in a contact centre or similar customer focused organisation is preferred.
• Remove all personal information from any documents that you upload.
• Attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.

Skills

• Professional
• Bright
• Committed
• Flexible
• Innovative
• Great customer care skills

Location

• Newham

Work Type

• Part-Time
• Permanent
• 20 Hours Per Week

Salary/Compensations

• £35,520 - £36,585 Per Annum (Pro -Rata)

About the Company

• Resident Experience are proud to have some of the most exciting opportunities that the borough can offer within a dynamic and constantly evolving environment and providing a broad knowledge of the many services we represent.
• Our Customer services team support our community and residents with accessing our services, provide information, advice and guidance and resolve customer complaints.
• The London Borough of Newham is located only 5 miles east of London. It is well positioned with access to all major networks in London and the south east. It is well connected by public transport with, bus, tube and DLR. When the Crossrail service opens it will call at Custom House close to our council offices and also Stratford station and from there to central London. The London City Airport which serves major European cities is located at Royal Albert Dock. Newham has the youngest overall population in the country. It was one of the six host boroughs for the 2012 Summer Olympics and contains most of the Olympic Park including the London Stadium. It has a thriving arts quarter with the Theatre Royal Stratford East offering excellent entertainment for all the family. There is the University of East London which has two campuses in Newham, one in Stratford and another next to the regenerated Royal Albert Dock. It also has a large Westfield shopping Centre in Stratford which has all the major retailers there.

Equal Opportunity

• We are committed to creating an inclusive, anti-racist environment for all. When you apply for a job at Newham, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. If you share our vision and values, and you bring the experience and skills we need, that’s all that matters to us.
• The London Borough of Newham has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.
• The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by https://www.cifas.org.uk/fpn.