Customer Enabling Officer
1 month
£12.59 per hour
30 hours per week
Customer Enabling Service
30 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 via telephone and face to face.
Main purpose of job Customer Enabling Service
To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.
Key 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.
Key Tasks
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 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’ 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 campaigns, events and programmes e.g. Covid Recovery, Neighbourhood Community surveys, Air Show etc
Escalate and refer any challenging or complex enquiries and/or complaints to Management
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