To receive and assist visitors to the Council, resolving general customer queries at first point of contact using all available databases and technology, ensuring customers receive a comprehensive service.
Pro-actively assist customers to resolve queries themselves by supporting their use of self-service technology (internet forms, web cam interactions or telephone).
Supports the customer and solves their issue in the most efficient way possible in a single contact, in line with customer service standards.
Strive to exceed customer’s expectations and focus on providing consistent service excellence
Gather customer satisfaction information as required and identify unique or repeat process issues, providing feedback to team managers, to ensure process improvements, and therefore customer satisfaction, are achieved through continual enhancements.
Participate in a rota to cover the general reception desk, front service desks, call handling and central post/scanning team activities across customer services as demand requires.
Work as a flexible and effective team member supporting other customer service team members with their queries as necessary.
Takes an active role in team-working and providing support to colleagues by attending and contributing to team briefings, updates and feedback sessions.
Accurately and efficiently inputs updates, deletes, retrieves, adds and amends customers data in the appropriate database, whilst actively recognises the need for customer confidentiality.
Ability to use applications such as internet, intranet, email and Windows applications.
Able to demonstrate customer service skills
Able to cope with high levels of work at busy periods
Computer literate (Microsoft applications)
Ability follow & understand security protocols
Customer service & support – Takes personal responsibility for delivering an excellent service to meet internal and external customer needs.
Team & Partnership working – Committed to working with team members to achieve goals and ensure service is at the highest level.
Respecting diversity & equality – Encourages, values and embraces the contribution of all people
Commitment & Accountability – Takes personal responsibility for own actions and behaviours.
Personal effectiveness – Is aware of own impact on others; works to develop own strengths and capabilities
Motivation & Drive – Focuses on achieving positive outcomes
Communication – Communicates effectively in a clear, concise and open manner.
Good general education with GCSE English at grade A-D or equivalent or proven ability
Willing to work towards NVQ 2 in Contact Centre, Call Handling or Customer Care or equivalent
GCSE Maths at grade A-D or equivalent
How to applyPlease click on the link: https://www.findapprenticeship.service.gov.uk/apprenticeship/739938