Overview
The telephone contact centre is at the heart of the Council and the gateway through which customers access our services, give feedback and receive help and advice. Our customer access team plays a pivotal role in transforming how customers reach us. We are growing our service and offer opportunities for ambitious and motivated people with a passion for excellence in customer service to join our team, contribute to our digital strategy developments including web chat, and develop within different areas of the Council.
Responsibilities
* Understand the customer issues
* Take ownership of service requests
* Fully utilise the main CRM Frontline system to steer queries to a successful conclusion
* Effectively use other specialist conclusion
* Increase knowledge in different Council departments
* Make connections between the customer's initial request and the various services the Authority offers
Core behaviours
* Collaborative - You look for ways to work in partnership and listen supportively to the ideas of others, building on their ideas while sharing your views and knowledge. You recognise the skills, talent and experience of others and reach out to them for their contribution and input. You recognise, appreciate and praise others for their contribution.
* Ambitious - You always ask yourself "How could we do this better?", taking ownership of change and helping others to understand, adapt, implement, and embed it. You have an open mindset, take risks and explore new ways of doing things. You are a proud ambassador, taking pride and responsibility for the work we do and encouraging others to do the same. Your approach to work is filled with positivity and optimism.
* Results-driven - You review your own performance and ask for feedback to learn and improve. You are clear on what you need to achieve, keep a focus on results and solutions. You are driven, showing courage and resilience even when things don’t go to plan.
* Empowering - You show energy and drive to explore new opportunities and challenge the status quo, acting on opportunities to generate income or reduce costs, embracing new technology and promoting digitalisation. You ask for help and support when needed, and take responsibility if things don’t go well, learning from it for your own and the organisation's development.
* Supportive - You treat others as you would want to be treated yourself, ensuring that you are welcoming, friendly and approachable. You understand and take care of your own wellbeing, as well as the wellbeing of those around you. You give time to colleagues who need help or support.
Evidence of suitability
* Confident communication skills
* Taking ownership of and resolution of complex enquiries
* Confidence in dealing with a wide range of people and challenging behaviour
* Organisational skills and accurate record keeping
* Intuitive ICT skills
* Passion for excellence in customer service
* Working flexibly and proactively as part of a team
Salary and terms
Salary: Grade 10, starting salary £24,310 per annum (pro rata)
Hours: 1 x Full-time post, 1 x Part-time post (22hrs per week)
Place of Work: Elizabeth House, Dereham (remote-enabled)
Contract term: 12-month contract
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