Who You Are As a Customer Agent, you will serve as the first point of contact for residents, handling a wide array of inquiries via phone and online. You will manage requests for council services, schedule appointments, provide advice on a variety of applications, and assist individuals with online form submissions. We seek enthusiastic, energetic, and self-motivated individuals with the ability to adapt to different situations while delivering high-quality customer care. This dynamic role ensures that no two days are alike and requires candidates who are polite and helpful. We offer a flexible working approach, including home working and occasional office attendance as needed. Previous experience is not mandatory as training will be provided. What the Job Involves Acting as the primary point of contact and customer advocate for Council services. Resolving 80% of inquiries at first contact, ensuring efficient, bilingual service delivery. Handling a variety of inquiries through phone and electronic media courteously and sensitively. Providing accurate advice and information, processing service requests, and managing appointments. Collaborating with colleagues to achieve high levels of first-time call resolution and customer satisfaction. Administering tasks to support Contact Centre operations. Utilizing Council IT systems and databases for contact processing and record maintenance. Responding to service demands, including face-to-face interactions as necessary. Participating in training and staff meetings, complying with Best Practice Guidelines. Skills Highly developed bilingual communication and interpersonal skills. Proficient in MS Windows or similar software environment. Understanding of customer care principles and applications. Ability to work both independently and as part of a team. Motivated and confident with a pleasant demeanor. Flexible and adaptive to changing schedules and duties.