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SalaryWe are offering an exciting opportunity for a Customer Services Information Guide to join our modernised Customer Service Team. As a Customer Services professional, you'll excel in assisting customers by processing and resolving issues.
Your next role
In conjunction with the Team Leader, assist in leading the team to meet/exceed business objectives ensuring all individual KPI's are constantly hit and objectives from the action plan are met. Act as a role model to the team, providing training and call coaching.
Consistently performing to target and demonstrating to our Customer information guides and out of hour’s information guides on how this can be achieved, whilst displaying best practices. To retain customers by managing and exceeding expectations through delivery of a quality service that focuses on our digital customer channel shift.
Key responsibilities include:
- Assist in the training, development and digital skills of your team to deliver the excellence our customers expect.
- Encourage, coach, support and motivate colleagues daily.
- Organisational, administrative and good spreadsheet skills along with good attention to detail.
- Looking at and suggesting ways for continuous Improvements
- Team rotas, weekly roundups and holding briefing sessions weekly.
- High level of accuracy and attention to detail matched by excellent IT skills and, able to extract and manipulate data and provide customer insight.
- Building good relationships with other service areas to improve communication for the customer.
- To provide excellent support to customers via all channels
- To escalate unresolved actions to the team leader, or other areas.
- To adhere to the Data Protection Act.
- To take calls to support the team when needed
- To ensure support is available for the rotating shift team, some evening and weekend work will be required
- To take part in the weekly on call rota to support the out of hours team
- To provide and monitor regular reports of complaints and members online cases as well as other reports when required, to also follow up when responses are needed
- To support the team leader with 121’s and sickness management as and when required
Must haves:
- Experience with complaints/escalation handling
- Have a strong background engaging and supporting customers in a service environment
- Proficient in Microsoft Office, particularly Excel
- Proven experience of delivering excellent customer service in a challenging environment
- Previous Customer Services experience, preferably in a contact centre environment
- Exemplary Customer Service skills
- Role mode positive behaviours
- Excellent listening skills.
- Ability to communicate effectively
- Some experience/knowledge of leading a team and offering 121 supervision
- Experience with report writing and presenting
Candidates must be fluent in the English language (as a requirement of Part 7 of the Immigration Act – for the effective performance of a customer-facing role).
Your next package
Please see our Rewards and Benefits offer for more details.
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.
For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon by 2030 together. And you’ll be proud to say it was made better with you.
Your next steps
Read the Role Profile and select the Apply button to start an application where you will be redirected to the Swindon Borough Council website to complete our online application process. Clicking the ‘Apply’ button on this job website is not an application, you must register on the Swindon Borough Council website in order to be considered for the role.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
For further information about the role, please contact Dean Hall Customer Services Team Leader DHall@swindon.gov.uk
If you are experiencing technical issues submitting your application please email resourcing@swindon.gov.uk
Please note previous applicants need not apply.
