Our customer service professionals are the primary relationship with our internal and external customers; either by direct or virtual contact, ensuring customers receive a high-quality customer experience.
Responsibilities
Duties include handling customer enquiries by telephone, letter, social media, email and face to face and logging comments, compliments, and complaints. You will be responsible for resolving as many customer enquiries as possible at the point of enquiry, about a variety of different Council services such as Council Tax, Housing, Waste, and Environmental Health, amongst others. The role also involves some administrative tasks.
You will need to promote the best image of the company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures whilst maintaining the highest level of personal conduct.
Qualifications
* Customer focussed.
* Rigorous with a strong attention to detail.
* Able to adapt your speech/voice tone to each situation.
* Able to remain calm under pressure with a high level of resilience.
* Proactive/reactive, reassuring and understanding.
* Able to advise/coach customers.
* Agile and able to embrace constant change with adaptability.
* You will need to have good computer skills and be able to communicate effectively whilst taking accurate and appropriate details on computer systems and navigating computer-based information to resolve enquiries accurately and efficiently.
* Experience in providing customer service solutions across a range of different customers with confidence.
* The ability to multitask, set priorities and manage time effectively.
* Effective, clear, and professional written and verbal communication.
* Ability to analyse a situation, identify a solution and take a decision.