Customer Enabling Officer
Duration: 1 month
Salary: £12.59 per hour
Hours: 30 hours per week
Department: Customer Enabling Service
Main Purpose of Job:
To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.
Key Responsibilities:
1. Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service.
2. Act as an advocate and work closely with internal and external partners to exceed customer expectations and achieve service standards.
Key Tasks:
1. Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat, and social media.
2. Communicate, verbally and in writing, specific knowledge of services to resolve enquiries at the first point of contact.
3. Undertake surveys, telephone calls, and interviews to collect data/customer insights to inform improvement programmes.
4. Act as the 'front door' meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
5. Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service (e.g., public access IT).
6. Provide support and assistance to campaigns, events, and programmes (e.g., Covid Recovery, Neighbourhood Community surveys, Air Show).
7. Escalate and refer any challenging or complex enquiries and/or complaints to Management.
8. Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience.
9. Ensure contacts and decisions are made in accordance with service standards.
10. Influence others to adopt policies and courses of action when working with customers to resolve enquiries.
Interested? Please apply.
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