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Job Summary

·To handle all first points of customer contact for the Council across a range of channels including face to face, telephony and digital

·To support customers in resolving their queries and requests for service as fully as possible to a high standard

Key Tasks

Operational Responsibilities

·Providing customers with prompt, effective and courteous front-line services.

·Resolving customer enquiries across a variety of service areas, such as:

oBenefits (validating applications, reporting a change of circumstances and other)

oParking (taking payment of PCNs, renewal of parking permits and other)

oRevenues (taking council tax payments, balance enquiries and other)

oWaste (reporting fly tips, missed bins, handling garden waste renewals and other)

oOther (including general enquiries)

·Using technology; including CRM, service-specific case management systems, the internet, intranet and social media to access information in order to respond to customer queries.

·Supporting a “Digital by Default” approach and promoting channel migration by nudging customers to use self-service applications, such as web forms.

Offering assisted self-service for those unable to use online self-service applications without support, or those who require tutorial before using these independentlyQualifications and Experience

·Good standard of English and Maths

·NVQ Level 2 in Customer Service or equivalent experience

·Ability to use a range of software packages and Microsoft Office to intermediate level

·Relevant local authority knowledge and/or experience (desirable)

Specialist Knowledge and Job Requirements

·Strong communication skills

·Strong interpersonal skills

·Ability to handle sensitive information with discretion

·Ability to multi-task whilst remaining calm and professional in a pressurised, fast-paced customer service environment

·Commitment to the principles of equality and diversity

·Experience of dealing with difficult customers

·Friendliness, helpfulness and positive attitude

·Proactive approach to continuous personal development

·Understanding of Equalities Act legislation (desirable)

Customer Service Advisor Customer Service Advisor Customer Service Advisor Customer Service Advisor