Contract to start ASAP until 20-06-26 with a possible extension.

Job Purpose

To respond to customer enquiries, providing quality Information, advice and guidance on a range of council services.

To resolve enquiries at the initial point of contact where possible or to refer customers for further support as required.

To access digital services on behalf of those customers who are unable or uncomfortable with online services and to support customers who are willing to access online services but need help to do so.

Main Areas of Responsibility:

• Provide quality Information, advice and guidance across a range of council services, answering customer enquiries, and offering appropriate solutions or options to customers.
• To identify and refer customers for further support as appropriate, including customers who are experiencing repeated issues with service delivery; who have issues which cut across multiple services, or who wish to escalate an issue.
• To champion self- service, support, encourage, educate, and assist customers to use digital channels to access the services they need and signpost to relevant partner agencies. ·
• Be familiar with, and able to support customers to use, a variety of digital contact methods including various social media platforms and on-line services.
• Communicate with customers effectively. Listen actively, ask clarifying questions, and provide clear and concise information.
• Build rapport with customers and ensure smooth interactions each time, every time.
• Demonstrate empathy and understanding towards customers. Put self in the customer's shoes, understand their concerns, and respond with compassion. Create a positive customer experience and foster customer loyalty.
• Resolve customer issues promptly and enhance customer satisfaction.
• Demonstrate commitment to customer service & build trust by providing prompt responses to customer enquiries and concerns. Add value into every interaction, keep customers informed about the progress of their requests.
• Provide a personalised and tailored customer service by being flexible and adapting to different customer needs and situations, adjusting communication style and approach based on the individual customer's preferences and requirements.
• Stay updated on service knowledge, customer service best practices, and industry trends.
• Ensure the highest level of data quality and that information is recorded in a timely, accurate and complete manner.
• Maintain a positive and professional attitude, even in challenging situations. To work flexibly between office hours of 8am to 6pm Monday to Friday excluding bank holidays
• To support the development on new staff or staff development through buddying, shadowing and knowledge sharing

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

OR21958-02-26