MAIN PURPOSE:
To provide a seamless local service delivery through a customer-focused, personalised service of high quality and efficiency that reflects and meets the needs of the managers and service user.
SUMMARY OF RESPONSIBILITIES AND DUTIES:
* To assist the Support Services Officers to:
* Answer all enquiries in a timely, courteous and professional manner, making effective use of the Council IS systems as appropriate.
* Actively listen to callers to assess and clarify the needs of the customer.
* Provide the customer with the most up-to-date information.
* Deal with inbound and outbound phone calls, e-mails and internet, in person, letter and fax enquiries.
* Accurately and swiftly process transactions, including debtors and creditors and update IS as appropriate, undertake banking as required
* Take bookings and progress paperwork and payments, to meet internal and external customer needs.
* Use IS to produce documents and reports to meet internal and external customer needs.
* Undertake follow up action to process the enquiry and keep the customer informed.
* Collate and prepare information packs.
* Envelope, sort and distribute information packs and other post.
* Stock control. Order, receive, check and distribute stationery/catalogue items.
* Record complaints accurately and take appropriate action. Prepare and send acknowledgement letters.
* Update IS as required to ensure accuracy of information.
* Proactively identify areas for service improvement within support services and share best practice and problem solving.
* Ensure all activities are performed and completed to agreed standards.
* Provide mutual support to colleagues within the unit and assist in the training and development of colleagues.
* Proactively identify opportunities for developing/improving the services delivered by the Support Services Team.
* Seek opportunities for continuous self-development
* Undertake any other duties commensurate with the level of the post, as required to ensure the efficient and effective running of the Department / Section.
SKILLS & ABILITIES
* Communication skills to deal with a wide range of customers face to face, over the phone and in written format.
* Ability to establish a rapport with customers in order to establish quickly what their needs are and to provide an appropriate service
* Numerate skills to deal with calculations in customer transactions.
* Ability to work with minimal supervision under pressure.
* Ability to work as a team member providing support and help to colleagues.
* Ability to use a computer keyboard and mouse.
KNOWLEDGE
* Broad knowledge of the Councils services and an understanding of current issues within the Council (or ability to acquire such knowledge).
* Clear understanding of the Councils equal opportunities policy with regard to service delivery.
* Ability to acquire a good understanding of the Councils IT, telephony and related systems for the delivery of customer service.
EXPERIENCE
* Experience of dealing with the public in a mixed linguistic and cultural environment.
* Experience in dealing with frequent telephone calls from the public in the private or public sector.
* Experience of working effectively in a team.
* Proven experience of setting and maintaining high personal standards of performance and conduct in the workplace.
* Experience of operating, updating and retrieving data from an IT system in a Windows environment.
QUALIFICATIONS
ICS Bronze award (or willingness to take).
SPECIAL REQUIREMENTS
* An enthusiasm for customer service and genuine commitment to provide a friendly, responsive and professional customer service at all times.
* Willingness and ability to work flexible hours and across a range of work areas to meet the service requirements.
* Excellent attendance and punctuality record.
* Commitment to continuous personal development.
* Innovative approach to work and willingness to share ideas.