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Customer Enabling Services Advocate

10 months contract

£13.26 Per Hour

9am till 5pm 37 hours per week

To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.

Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service.

Act as an advocate and work closely with internal and external partners to exceed customer expectations and achieve service standards.

Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.

Communicate, verbally and in writing, specific knowledge of our and partner services to resolve enquiries at the first point of contact.

Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.

Act as the ‘front door’ for the our and partners, including the City Hall meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.

Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT.

Provide support and assistance to local campaigns, events and programmes.

Escalate and refer any challenging or complex enquiries and/or complaints to the Customer Enabling Services Manager.

Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience.

Make sure contacts and decisions are made in accordance with service standards.

Influence others to adopt policies and courses of action when working with customers to resolve enquiries.

Interested Please apply