Job Purpose:
You will provide support to our customers by phone, email and also via video appointments.
To maintain a high level of customer care. To understand, support and advise a wide range of Customers who contact the Environment, Roads and Facilities Department through all channels of communication
**Duties and Responsibilities - Job Specific
Assist in providing an effective Customer Support Service for the department
To provide accurate, meaningful and consistent advice and information to customers
Deliver a knowledgeable and professional service to all customers from the first point of contact.
Respond to customers empathetically and sensitively identifying those with complex needs and referring / signposting to partner services as appropriate.
To listen patiently, to empathise with the customer's situation and convey a genuine desire to help and support in order to gain the respect and confidence of the customer
To be professional at all times by projecting a good departmental image ensuring all queries are answered to the customer's satisfaction
To assist with the administration of a number of services such as concessionary travel passes and civic amenity van permits
Requirements
GCSE in Maths and English at Grade C or above or equivalent qualification
Ability to communicate clearly both verbally and in writing
Good keyboard skills demonstrating speed and accuracy
Excellent listening skills, demonstrate the ability to listen patiently and empathise with the customer's situation.
Proven ability to deal with challenging customers and to keep calm under pressure remaining professional and tactful at all times.
Demonstrate an ability to remain focused during busy periods
Proven customer handling skills
Experience of taking payments over the phone
Strong IT skills particularity working with Microsoft Office IT Packages
The ability to communicate in English is essential.
The ability to communicate in Welsh is essential