45 monthscontract with a Local Authority in SouthwestEngland.
JobSummary:
CustomerServices act as the front door for customers needing assistancewith all services provided by SomersetCouncil.
This is a busyand highly rewarding telephonybased role handling high volumecustomer calls relating to a broad range of council serviceincluding Elections Waste Council Tax Housing Parking ChildrensService Education Adult Social Care and muchmore.
You willprovide advice and guidance to customers and members of the publicrequesting support predominantly via thetelephone.
Face to faceemail and digital customer interactions can also beinvolved.
KeyDuties/Accountabilities:
Respond to allcontacts from any Somerset Council Service. May receive callsincluding safeguarding from Adults and Children s and will berequired to take relevant details and pass onto a colleague withinthe Customer Contactteam.
Assess theneeds of each contact through active listening questioning and somescripts to provide the necessary information guidance support orservices.
Interrogate andinterpret online information guidance documents and the use ofother line of business systems. Wherever possible all interactionswill be resolved at the first point ofcontact.
Use both formalprocedures and their own judgement to identify if the enquiryrequires further consultation or routing to a specialist within aSomerset CouncilService.
Record in theappropriate system all customer data and service requirements andwhere required workflow to the appropriate individual or team.Record data to enable the Contact Centre managers to monitor andtrack service team and individualperformance.
Maintain anawareness of contact volumes and manage their own availabilityusing the telephony system to maximise their performance and theperformance of the ContactCentre.
Reviewinformation held on systems and/or website to identify inaccurateinformation or to highlight areas of improvement and efficiency forsystem use andprocesses.
Follow theelectronic feedback process to report this information as well asmeeting regularly with Managers to provide feedback on behalf ofthe team.
Keep up to datewith any changes to Somerset Council Services includingconsultations which may result in contact from members of thepublic or otherorganisations.
Liaise withstaff within Services where there are discrepancies in informationavailable on the Council s websites. Collate data/feedback toprovide to the serviceareas.
Deal with allcontacts in line with the Council s policies and procedures egEqualities and Diversity and relevant legislation eg the DataProtection Act or Freedom of Information. All data recorded must berelevant andaccurate.
Adhere to theInternal Customer Contact Working Practices. In addition thepostholder has the additional responsibility of either a subjectmatter expert for at least one key activity/service area (see 913below) and/or the daytoday operational lead for the customerservice point (see1420below).
Providecolleagues with coaching and support for complex issues orenquiries.
Review anychanges to processes new information or feedback fromServices.
Train and/orprovide instructions to colleagues to ensure best practice andconsistent advice and support tocustomers.
Take the leadin review of website content collation of feedback and liaison withoperations staff withinservices.
Promote thecustomer shift to less costly access channels including digitaldelivery.
Identifyopportunities or improvements to digital services. Supportcolleagues and managers in working with the service area toidentify and recognise opportunities for development andimprovement.
Providecolleagues with coaching and support for complex issues orenquiries.
Review anychanges to processes and train and/or provide instructions tocolleagues to ensure consistent advice and support tocustomers
EssentialExperienceRequired:
Excellentcustomer service skills including listening empathy understandingand kindness.
Excellent allround communication skills including strong telephonemanner.
Confidence andresilience to handle high volume sensitive and emotiveinteractions.
Good computerskills confidence to learn new systems and use multipletechnologies Enthusiasm to learn about our services a positive andcalm way of working and a problemsolvingmindset.
Professionalismto adhere to process and understand the confidential and sometimesdifficult nature of interactions wehandle.
Experience isnot essential however it will be useful and if you do haveexperience of any of our services on a personal or professionalbasis then please make this clear in yourapplication
Additionalinformation tonote:
It offershybrid working with 2 days per week required in the office (oncetrained) and the remaining days can be home or office based as youwish.
It s a fulltimeposition (37hrs) 8.305.15pm Monday to Friday so your work patternwill be within thesehours.
We have officesin Deane House Taunton. Bridgwater House Bridgwater or PettersHouse Yeovil.
Customers cancontact us between 8.305.15pm Monday to Friday so your work patternwill be within thesehours.
The closing date forthis position isASAP