Under the guidance of the Customer Service Team Leader; provide an excellent front-line enquiry handling service on behalf of the Council through various contact channels including face to face, telephone, written post, e-mail, online and via social media. To take ownership of enquiries and service requests and work to resolve all enquiries (where possible) at the first point of contact, meeting agreed and necessary performance standards for the delivery of Service. Key duties and responsibilities: Provide a high-quality Customer Service to the citizens of the Borough, elected Members, partners and other stakeholders. Respond accurately and competently to all enquiries resolving them at first point of contact where possible and raise service requests to the appropriate service department as required. To be responsible for attending customer access points as required during service periods when the Customer Services Team Leader is not available to instruct attendance. To take payments for services as required and to be responsible for the accuracy of all such transactions handled. To undertake a range of administrative duties in delivery of the service which includes but is not limited to monitoring and responding to generic emails and undertaking call back requests. Meet defined and agreed performance standards for all aspects of the role. Maintain accurate records on the appropriate ICT administration systems. Maintain complete confidentiality in respect of enquiries handled, and to report suspected wrong-doing and fraud as appropriate. To demonstrate competency and professionalism in handling service enquires including, but not limited to: Council Tax liability and NNDR Housing Benefit and Council Tax Support Discretionary payments such as social fund and housing payments Discounts, such as single person and empty property discounts Advising on payment options Recovery action, including overpayment, non-payment, bailiff action Welfare Rights services Cost of living advice Missed waste collection enquiries To communicate with customers across a range of methods. Including, but not limited to: Telephone Face to face Online (website) Webcam Webchat Email To take general and switchboard enquiries as required To support the development of the service through attendance at workshops and involvement with other working forums as necessary To draw attention to any defects in the service and to look for improvements and innovations. The candidates must have: Experience of working in a customer service environment. Experience of working with the public by telephone and/or face to face Experience of dealing with public sector service enquiries including cash handling Experience of statistical record keeping Experience of using ICT systems Experience of working within legislation and professional guidelines and providing customer advice within these. Experience of delivering customer service within a customer excellence quality framework Ability to demonstrate excellent communication, interpersonal and presentational skills Well-developed ability to communicate clearly both verbally and in writing Willingness to be proactive and positive with a determination to achieve targets and a ‘can do’ attitude Ability to receive, relay and input accurate and concise information orally and electronically The ability to work under pressure and to deadlines Ability to use modern computer packages such as Microsoft Word and Excel/ databases, as well as e-mail systems and web chat. Literate and numerate with a good all-round standard of education including English Language and Maths GCSEs (or equivalent) Knowledge of applying numerical skills to practical situations, for example applying charging policies and calculating charges for services An ability to fulfil all spoken aspects of the role with confidence through the medium of English Flexible approach to work by responding to the needs of the services including, at times, requirements to work beyond normal working hours or a willingness to wear a uniform if necessary Commitment to own continuous personal and professional development Strong team player, committed to an ethos of continuous improvement Note: This role is Initially for a 4 week period, this may be extended to 8 weeks depending upon call demand. The call handling will be in relation to taking Garden Waste Subscriptions and will involve taking a payment. Candidates should be experienced in using computer packages and dealing with enquiries over the telephone.