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Main Purpose of the Job

The Customer Service Centre and Contact Centre is the first point of contact for multiple services within the Council, our aim is to provide an efficient and effective service to the residents and other customers and or professional ensuring the best customer service practices are adopted.
The successful candidate will provide help, information, advice and/or redirection to all people who visit our Customer Service Centre or contact us either by telephone or email, by ensuring that information and advice provided is straightforward, relevant, accurate and accessible to all sections of the community.
All employees work within the our policies and procedures and will ensure they respond to customers enquiries in a professional manner. Main Duties and Responsibilities

To be the department's customer focused interface with the public on all initial contacts, whether by telephone or email giving a prompt, helpful and suitable response at all times in line with corporate customer care standards.
To listen, question and take appropriate information to establish the nature of the enquiry and the degree of urgency, being responsive to the needs and feelings expressed by the customer.
To use and/or access the most appropriate communication methods to meet the needs of people where English is not their first language and people who have communication difficulties.
Working within the our financial regulations and audit requirements when taking payment over the telephone.
Updating internal systems in accordance with information received, ensuring it conforms to quality standards.
Keep abreast of changes and developments within the department/services
Participate in local software development and assist with the training of less experienced staff in use of computer software applications.
To participate actively and positively in team development including assisting in the induction/training of other staff.
Working with manual and computerised systems, the post holder will at all times, need to be fully aware of responsibilities under the Data Protection Act 1984 for the security, accuracy and relevance of personal data held on such systems.
Complies with the our health and safety policy and procedures.
Awareness and understanding of equal opportunities and how it relates to customer service.
The post holder may be required to participate in other sections within Customer Services namely face to face operations and other contact centre teams. The content of the job description may be amended to reflect changes to service delivery, legislation and policy.
Providing the opportunity for customers to undertake a customer satisfaction survey
All staff are expected to carry out their job in compliance with the ourConstitution. This means being familiar with the policies and procedures relevant to the job and asking for information and advice if you are unsure of the correct course of action. The Constitution is published on the Internet