Job Description
3 months contract with a Local Authority
Job Summary:
• To deliver accessible, world class, quality services to all customers by placing them at the heart of the Councils and partner agencies activity.
• To provide first contact resolutions to customers, always maintaining the highest standard of customer service.
Key Duties/Accountabilities (Sample):
• To individual enquiries, complaints and customer requests.
• To work flexibly across the hours of the Careline Service.
• To contribute to the process of continually improving customer access to quality, cost effective services.
• To promote a positive image of Careline and Liverpool City Council, working as part of an integrated team.
• To assist with delivering the Councils commitment to Best Value and customer service.
• To be fully proficient in all aspects of those services delivered through the Careline Service (full training will be given).
• To effectively use relevant ICT systems and assist in the creation, development and maintenance of records, files and statistical information.
• To provide accessible and comprehensive information and advice to customers on all Careline services by keeping up to date with all aspects of services.
• To use, develop and maintain procedures and codes of working practice that maintain and enhance a quality approach to service delivery.
• To carry out administrative services including duties related to customer contact including demonstrating appropriate systems to visitors when required.
• To assist the Team Manager in the development of new staff and trainees through mentoring, job shadowing and acting as a ‘champion’.
• Ensure that all work functions and where appropriate, line management responsibilities, are undertaken in accordance with all related Health and Safety legislation and relevant codes of practice.
• Develop the City Council’s commitment to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.
Skills/Experience:
• Customer Service Expertise: Proven ability to deliver exceptional service, providing first-contact resolutions and maintaining high standards.
• Communication Skills: Strong verbal and written communication skills to engage with customers effectively and colleagues.
• Problem-Solving: Ability to address and resolve customer inquiries, complaints, and requests in a timely and efficient manner.
• Teamwork and Flexibility: Collaborative team player, with the ability to work flexibly and assist in promoting a positive team environment.
• ICT Proficiency: Comfortable using relevant ICT systems and maintaining records, files, and statistical information.
• Administrative Skills: Experience in handling administrative tasks, including customer contact and procedure development.
• Training and Mentoring: Ability to support new staff and trainees through mentoring and job shadowing.
• Health and Safety Knowledge: Awareness of health and safety legislation and commitment to ensuring compliance in all aspects of work.
• Commitment to Equal Opportunities: Promoting equality and non-discriminatory practices in service delivery.
Additional Information:
• The full-time role – 35 Hr/week.
Requirements
• Customer Service Expertise: Proven ability to deliver exceptional service, providing first-contact resolutions and maintaining high standards. • Communication Skills: Strong verbal and written communication skills to effectively engage with customers and colleagues. • Problem-Solving: Ability to address and resolve customer inquiries, complaints, and requests in a timely and efficient manner. • Teamwork and Flexibility: Collaborative team player, with the ability to work flexibly and assist in promoting a positive team environment. • ICT Proficiency: Comfortable using relevant ICT systems and maintaining records, files, and statistical information. • Administrative Skills: Experience in handling administrative tasks, including customer contact and procedure development. • Training and Mentoring: Ability to support new staff and trainees through mentoring and job shadowing. • Health and Safety Knowledge: Awareness of health and safety legislation and commitment to ensuring compliance in all aspects of work. Commitment to Equal Opportunities: Promoting equality and non-discriminatory practices in service delivery.