Customer Enabling Services Advocate required to report to the Enabling Services Manager To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities. To 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. Provide information, advice and guidance to customers via a range of communications channels including face to face, telephone, email, letter web chat and social media. Communication, verbally and in writing, specific knowledge of council and partner 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 for the client and partners, 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 eg public access IT. Provide support and assistance to campaigns, events, and programmes. Escalate and refer any challenging or complex enquiries and/or complaints to the Customer Enabling Services Manager. Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience.