JOB PURPOSE
To represent the Council by providing the first point of contact with customers, providing advice and applying sound judgement in assessing their needs across all service areas and resolving their query directly or referring them where a detailed consultation is required.
MAIN DUTIES AND RESPONSIBILITIES
- Provide first line advice , referrals and completion of payments and resolution of queries for customers across a wide range of Council service areas with primary attention to achieving a positive and personalised customer experience.
- As part of a team, take responsibility for front line delivery of advice on multiple service areas within the assigned cluster providing a coordinated, consistent, efficient and customer focussed service and achieving set access targets and ongoing improvements to the customer experience.
- To work seamlessly across a number of customer service access channels - telephone, face-to- face, processing, correspondence and internet.
- Streamline enquiries, referrals and overall service delivery by interpreting the needs of the customer and applying the most efficient resolution by integrating service access options where possible and achieving set access targets.
- To make high quality decisions and manage complex cases and casework.
- Encourage, educate and support customers to confidently access services via alternative channels including online bookings, payments and applications to contribute to the delivery of performance targets for channel migration.
- To train and provide support to entry level and other experienced Customer Service Officers.
5 years customer service telephone based needed
Office based Monday - Friday 9 am to 5pm