Purpose and Objectives of Post:
, Deal with all enquiries providing a high quality, efficient and courteous service over the telephone, face to face or digitally; resolving queries at first point of contact in accordance with Government Legislation and council policies and procedures.
, De-escalate potential complaints, using your own initiative whilst working to standards.
, Promote the council's web site, self-account and online forms.
, Provide excellent service in accordance with the Council's Corporate Customer Care Charter whilst meeting service performance targets.
1.
Resolve enquiries from the public/representatives by telephone, email, digital/social media or face to face, delivering a comprehensive service to customers relating to a range of enquiries for your specialist skills.
Answer calls promptly and demonstrate a good telephone manner presenting a professional image of the council.
Adhere to the contact centre standards and ensure data protection checks are carried out, following opening/closing scripts and offer additional services.
Maintain a minimum of the team average call and after call time detailed in the standards.
Demonstrate your knowledge to answer calls without assistance from a manager 85% of the time, and understand when to call for help refraining ringing back office services.
2.
Have the skills and knowledge to deal with vulnerable customers including those in debt, homeless, mental health illnesses, dementia, and those who have suffered a bereavement; providing support and empathy, deciding the relevant course of action for their well being whilst exercising initiative and recording accurate information.
Refer customers to relevant support partners as necessary including support fund and external charities or agencies to help support them and improve their health and well being.
3.
Have a multi-skilled flexible approach towards the changing work patterns and diverse needs of the services, providing cover for alternative services and reception.
4.
Maintain a professional approach using tact, sensitivity and courtesy at all times, even in situations where confrontation arises.
5.
Have a comprehensive knowledge of numerous IT systems used within the contact centre.
Navigate, interrogate, update and maintain these systems to ensure enquiries are resolved efficiently with accurate information.
6.
Process card payments in line with the councils' webstaff policy and set up and promote direct debit and re-occurring card payments.
7.
Deal with queries and escalations to a high standard and use initiative to prevent queries escalating to complaints.
Experience of working in a busy frontline contact centre for the public in a customer service related environment.
The ability to take ownership and generate solutions to problems at first contact reducing the need for repeat contacts from customers.