Description
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Key Accountabilities:
>To provide excellent service to all internal and external
customers contacting the Council using a range of
communication methods.
>To put the customer at the heart of all interactions and ensure
where possible, that all customer enquiries, payments and
complaints are resolved at the first point of contact
>Take decisions within established procedures for each
service request including logging, processing and progress
chasing enquiries
>To ensure that customer services delivery is provided in line
with the Customer Service strategy. Customer Service
Advisers will be 'the face' of the Council and thus will
directly impact on the quality of the customer experience
and perceptions of the effectiveness and efficiency of the
Council
>This role will be pivotal in achieving the Council's corporate
target to resolve the majority of enquiries at the first point of
contact regardless of the method of contact, i.e. on the web,
by telephone, email, face-face, or in writing.
>The post holder will be expected to demonstrate flexibility in
working hours and maybe required to work earlier or later
that normal operating hours of the contact centre.
>This also may require evening and
weekend working and/or a change of location with prior
notice. From time to time there may be a requirement for the
post holder to work in another customer service
the environment within the Division.
>Engage with customers using a variety of means
(including social networking sites) to develop and
demonstrate an understanding of who they are and
their physical and emotional needs, including the
differences among customers and the needs of
vulnerable customers
>Engage customers in surveys and participatory
action research methods as partners to design and
review services, ensuring that the customer
viewpoint is incorporated and that they develop the
capacity to understand and develop solutions to
their own problems
>Use customer feedback to make recommendations
for service improvements
>Identify and focus on customers' priorities in all
interactions with them.
>Contribute to and use a centralised customer
engagement system to enable services to plan their
customer engagement activities and customers to
plan which engagement events they can attend.
>Consistently deliver an excellent experience for
customers, ensuring that things are right first time,
whether by telephone, face-to-face, email, web-based, text messaging or written queries
>Proactively respond to and resolve, in a timely and
courteous way, a wide range of queries, meeting
key performance indicators, quality standards and
service level agreements
>To use sound judgement and take responsibility for
obtaining all information necessary to process or
resolve a query, only escalating it to others where
this is appropriate.
>Where necessary, put the customer in contact with
appropriate colleagues or departments, ensuring
required information is transferred efficiently
>Provide a comprehensive information service to the
public, advising on services available from, and the
policies and procedures of the Council, and its
partners which will resolve or inform the needs of
the customer.
>Update customers on the progress of their enquiries
or service requests.
>To receive and process payments made to the
Council, resolve queries within agreed processes to
ensure that the Council receives the benefit of
revenues collected at the earliest opportunity
Take action to deliver the customer promises which
are part of the 'Proud to Serve'
>Provide a comprehensive information service to the
public, advising on services available from, and the
policies and procedures of the Council, and its
partners which will resolve or inform the needs of
the customer.
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Address
Form of work
Salary
