Job Purpose:
C2C holds an integral function in the responsibility to ensure that everyone can access the relevant Council Services and information regardless of their confidence or ability to use digital services.
The C2C Service is growing to deliver a much more comprehensive and digital approach to support the public in the access and use of council digital platforms. We will provide support in accessing digital services handling inbound enquiries through a range of channels, including telephone; supporting citizens with complex council enquiries.
This aligns with the councils commitment as set out in the Customer & Digital Strategy.
Customer & Digital Support Officer – C2C will be responsible for:
The role of the Customer & Digital Officer is to understand, support, advise, educate, and assist citizens making council enquires, you will be responsible for resolving a high level of contacts at the initial point.
Duties and Responsibilities
Job Specific Requirements
- To provide accurate, meaningful, and consistent advice and support to citizens, ensuring that their enquiry is answered to the best of the service ability.
- To listen patiently, to empathise with the citizens situation and convey a genuine desire to help and support.
- To have a keen interest and understanding of current (and emerging) technology to ensure that the highest standard of advice and support is given.
- Being able to walk a citizen through a digital process step by step in a calm and patient manner. problem solving as required and identifying any system failings that may have a detrimental effect on user experience.
- To be familiar with digital platforms and be able to simplify the steps for individuals lacking confidence in accessing online services.
- To actively resolve citizen enquiries through immediate action OR through signposting to relevant services.
- To work with colleagues within the C2C and the wider Council to ensure the highest levels of resolution and customer satisfaction.
- To ensure continuous improvement, initiating, facilitating and responding to change in a positive manner.
Corporate Requirements
- To participate actively in supporting the principles and practice of equality of opportunity as stated in the Council's Equal Opportunities Policy.
- To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation as appropriate.
- To, as a statutory duty, adhere to the Council's Corporate Safeguarding Policy and associated policies and procedures and to report concerns regarding the safety and wellbeing of children or adults at risk. In order to support you in this, you are required to access safeguarding training at the level which is relevant to this post.
- As a term of your employment you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.
- Although you will be provided with a base, you will be required to work from various locations in accordance with the needs of the role.
Join the best, join MPS!
PLEASE NOTE: We do not offer sponsorship.
MPS Healthcare is a leading recruitment agency dedicated to connecting talented healthcare professionals with top-tier healthcare facilities in Wales. We pride ourselves on our commitment to quality and excellence in matching the right candidates with the right opportunities. With a reputation for integrity and reliability, MPS Healthcare has become a trusted partner in the healthcare industry of Wales.
- *Terms and conditions apply. See website for details.