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Customer Contact Assistant

Meyer-Scott Recruitment Services
Job LocationCambridge
EducationNot Mentioned
Salary£11.26 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, full-time

Job Description

Job SpecificationFor: Customer Contact Assistant Meyer Scott Ref: VR/08047Location: Cambourne Salary: £11.26 per hour3 months initially starting 2nd November 2020 subject to extension.This role is currently working from home. Subject to change.The role is covers four areas:

  • Administration/Customer Services
  • Post Room
  • Reprographics which is basically preparing documentation for meeting using copying, printing and binding techniques
  • Covering Front of House Reception
    • You will be a part of a highly skilled and committed team of professionals delivering the Councils Customer Contact Service including Post Room and Reprographics Services, offering a first-class customer experience and maximising value for money. You will also oversee the secure and timely receipt, collation and distribution of incoming and outgoing mail to and from the Council and all other service areas; providing a variety of clerical and administrative tasks. As the first point of contact responding to all internal and external enquiries which may include dealing with difficult and challenging situations, clients and contractors specifically regarding Post room issuesAdministration / Customer Services
  • Resolve queries and advise customers on a wide range of Council services via multiple channels including face-to-face at Reception, telephone, text message, email, webchat and social media. You will follow up the commitments you make to the customer and act upon them in a timely manner and in line with their expectations.
    • Post Room Duties
  • Ensure that all incoming and outgoing mail is dealt with in a timely and secure manner.
  • To open all incoming mail, sort into service areas and distribute throughout the Council.
  • To assist in the collection, collation and distribution of all internal correspondence from all service areas throughout the Council.
  • To assist with all outgoing mail; collect from service areas, ensure that it is all correctly addressed and enveloped, checking correct postage rate is used in proportion to size/weight of individual item, correctly franked, and to ensure correct completion of paperwork is ready for dispatch for Royal Mail collection at the end of the day.
  • You are responsible for updating daily spreadsheets showing all incoming (pre-paid) and outgoing (PPI) post, to reconcile with monthly invoices from Royal Mail ready for payment.
  • To maintain stationery stock items in relation to the post room and franking machine.
  • Ensure the correct postage levels are credited to the franking machine and update with any price increases to postal rates, as necessary.
  • You are responsible for contacting and liaising with contractor Pitney Bowes for any repairs or servicing in relation to the franking machine.
  • You are to be the first point of contact for any queries relating to post issues or mail deliveries for the Council.
    • When providing Reprographics duties these may include:
  • Copying and binding printed materials (for example, Agendas for Committee Meetings, etc.)
  • Scanning originals and indexing for service areas.
  • Discussing the job requirement with the in-house customer,
  • Helping prepare layouts for print runs,
  • Working out timescales, costs and the number of copies required thus, managing customer expectations, deadlines, charging specific service areas.
  • Programming instructions into the copying equipment (for example, the use of multi-functional devices in reproducing originals: black and white, colour, duplex, scanning, production of booklets/leaflets, etc),
  • Making sure machines have suitable levels of toners, inks, staples, etc.,
  • Supplying print materials to the machines (i.e. paper, staples, etc.),
  • Monitoring the progress of the copying run and quality checking samples,
  • Finishing copied items, by trimming, binding, stapling, laminating, etc.,
  • Performing basic equipment maintenance and cleaning (for example, should a multi-functional device jam; know how to clear the jam and restart before contacting engineer),
  • Set up and use of the enveloping equipment,
  • Notifying the customer of completed job for collection,
  • Administrative tasks like recording job details and ordering supplies.
    • Front of House Reception Cover
  • You will be part of a shift rota in providing reception cover to the front of house reception area on average one to two days a month. This will include some administration tasks, for example: to monitor and assist in the booking of meeting rooms and the use of self-service kiosks; to control the issue and return of equipment (thermal imaging cameras) and the booking and return of bicycles and safety equipment relating to this activity.
  • Using the Councils customer relationship management system, maintain and update customer records ensuring accurate and relevant information is captured.
  • Process customer payments and facilitate the setting up of direct debits.
  • Undertake administration tasks as required including the production of correspondence and documentation.
  • The recording of customer feedback including compliments, comments and complaints.
  • The recording of freedom of information requests.
    • The Customer Contact Service operates Monday to Friday 08.00am to 5.30pm.Customer Contact Advisors will work an average of 37 hours per week on a flexible shift Rota to meet the business need operating between these hours

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