As a Customer Advisor you will play a crucial role in delivering exceptional customer service across multiple channels. You are the first point of contact for Dorset Council and your primary goal is to ensure customer satisfaction by addressing enquiries, resolving issues and providing accurate information about our services.
Key Elements Of The Role
* Hybrid: as standard it is a hybrid role, with a combination of home working and working from customer access points across Dorset however, work experience placements will be based between County Hall in Dorchester and Weymouth/Dorchester library.
* Customer interaction: you will engage with customers in person, over the phone, via email and through webchat.
* Problem solving: you will identify customer needs, troubleshoot problems and resolve customer enquiries about a range of Dorset Council services.
* Service knowledge: you will maintain up to date knowledge of our services to offer accurate information to customers.
* Team collaboration: you will work closely with other colleagues across Dorset Council.
About You
* Adaptable and flexible: you should be comfortable working in a hybrid environment, switching between different communication channels.
* Good communication: you should have strong verbal and written communication skills to interact with a wide range of customers and colleagues. You should have strong listening skills, be empathetic and be kind!
* Customer focused: you should be passionate about providing excellent customer service and going the extra mile to support customers.
* Organised: you should be able to manage multiple tasks and prioritise effectively.
* Tech-savvy: you will need to use a variety of Microsoft software, e-forms, a variety of service specific systems and online programmes and pages.
Our Values
Our values act as our guiding principles, defining what we believe is important in the ways we work together. Our values are:
* Respect: we value our differences, we treat everyone with fairness, dignity and understanding.
* Together: we combine our strengths with others to achieve a shared purpose and common goals.
* Accountability: we take ownership for our work, our actions and our decisions.
* Openness: we welcome new ideas: we are honest, positive and inclusive.
* Curiosity: we aspire to learn, explore and adapt to new opportunities and experiences.
Logistics
* Hours: Mon - Fri - 08.30 - 17.00 with 1 hour for lunch (option for part time hours offered)
* Breaks:
o Lunch: you will have a daily scheduled lunch break.
o Comfort: you have a 5 minute comfort break every hour to ensure you have regular breaks away from the screen.
o Team Talks: every week you get a 'team talk' break so that you get some time to meet people in the team and get to know each other.
* Travel: you are required to arrange your own transport to and from the workplace.
* Clothing: wear clean, smart-casual clothes.
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