To deliver accessible, first class, quality services to all customers by placing them at the heart of the Councils activity.
To provide first contact resolutions to customers either through the service centre or call centre, maintaining the highest standard of customer service at all times. They will as lo be required to work on the face to face service desk.
MUST HAVE:- EXPERIENCE USING ACADEMY & COMINO. PLEASE DO NOT APPLY UNLESS YOU HAVE THE RELEVANT SKILLS AND SOFTWARE.
Main Duties & Responsibilities
To own individual enquiries, complaints and customer requests received either through the service centre, call centre or at the local area offices.
Resolve customer queries and advise and assist in the completion of all relevant paperwork.
Refer complex queries to the Customer Service Senior Officers and produce concise detailed written reports of interviews.
Make arrangements with Customers for the repayment of any Council debt, taking into account the Customers financial situation and the needs of the Council to recover the debt.
Receive and forward all cheques and credit/debit card payments received at the service centre or via the call centre in accordance with established instructions.
Scrutinise, verify and confirm a Customer's identification whilst making proper judgements in assessing cases and categories of claimants/customers and where information supplied is considered fraudulent, referring the matter to the Customer Services Team Leader.
Receive and collate information relating to liability etc. and forward for action.
To be fully proficient in all aspects of those services delivered through the one stop shop and call centre.
To provide accessible and comprehensive information and advise to customers on all Council services by maintaining and acquiring knowledge and expertise in all aspects of existing, new and revised legislation relevant to services delivered through the service centre and call centre.
Support, coach and mentor new recruits and colleagues Identify Customers who may need visits and refer them to the Visiting Officers.Provide a Customer Services interface during publicity campaigns.
Person Specification
Able to deal with enquiries and advise, members of the public, both face to face and by telephone, whilst dealing with a wide range of people in a polite, calm and tactful manner.
Able quickly to learn and follow new procedures and to assimilate and use new information.
Able to calculate repayment plans for customers therefore good numerical skills required.
Able to establish facts and use own initiative to take action within defined procedures whilst ensuring accurate and thorough attention to detail.
Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.
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