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SalaryDIGITAL & COMMUNICATIONS SERVICES
CRM Analyst & Customer Experience Lead
£30,296 - £33,945
Rugby Borough Council is one of fastest growing boroughs in the country, with ambitious plans to build on our track record of delivering growth and investment, while supporting our communities and creating opportunities for all.
We have an exciting opportunity within our Customer Service Team for a Customer Service Advisor (CRM Support) who will play a significant role in championing the use of new processes and innovations to ensure our customers have an excellent experience throughout their journey with Rugby Borough Council.
About the Role
Working as part of a team of Customer Service Advisors, you will be responding to requests for information about a range of local and County Council services, helping customers to access and pay for services via the telephone emails and face to face. You will require a mind-set that is focused on delivering consistently good customer care.
Using your own skills, knowledge, and experience, you will assist with the on-going development of data capture methods which facilitate management reporting on areas such as value and customer satisfaction.
Your role will be to create and maintain detailed process flow charts relating to the services delivered, sometimes in collaboration with Business Analysts and Data Analysts and to collaborate with the Customer Service Manager and other colleagues to identify Performance Indicators which provide relevant and accurate process information for performance improvement.
To achieve this, you will need to be capable of developing your knowledge of all services provided by the council and will need to have a mind-set that is focused on delivering consistently good customer care.
About You
The ideal candidate for the role will be able to demonstrate the following skills, knowledge, and experience:
- Experience of dealing with customers both on the telephone and face to face and dealing with requests for information.
- Experience of using technology and a range of systems to input data and manage relationships with customers.
- An initiative-taker who can work with minimal supervision, to see what needs to be done, and to work accordingly.
- Experience of team and project work
- Able to move forward with service developments, adapt to change and demonstrate a flexible approach.
Benefits
- Competitive Salary, 24 days annual leave, 8 Bank Holidays, 2 extra statutory days and 1 locally agreed day
- Generous pension scheme
- Structured Induction Program
- Learning and Development opportunities
- Regular performance reviews
- Payment of professional subscription for approved professionals
- Family Friendly Policies
- Independent Support for your health & wellbeing
- Generous compassionate leave
- Cycle to Work scheme
For an informal discussion about this role, please call Holly Turner on 01788 533533 or email our Customer Services Team Leader(s) as follows: carol.thomas@rugby.gov.uk or joanna.mccrea@rugby.gov.uk and leave your contact information including a telephone number and they will get back to you
You can view full details of this job via our website www.rugby.gov.uk, where you can also apply on-line. If you are unable to apply on-line, please contact 01788 533564, or e-mail: contact.centre@rugby.gov.uk for further assistance.
Applicants are advised to apply early as if many applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.
Closing Date: 10 March 2024
Interviews: 18/19/20 March 2024
