Thepostholderisrequiredtoworkaspartofateamprovidingthefirstpointofcontactoverthetelephone,webchat,email,whitemailandfacetofaceforallSomersetCouncilServices.
Contactwillbefromthepublic,serviceusersandotherinternalandexternalprofessionalsandorganisations.
Thepostholderwillliaisewithandprovidefeedbacktoserviceareasandmanagementwithsuggestionsforimprovementanddevelopment.Aspartofarota,thepostholderwillberequiredtoundertakethedutiesbelowwithintheContactCentreandCustomerServicePoint.
ThesuccessfulpostholdercanworkfromtheYeovilofficeorSheptonMalletoffice(theirchoice)andwillfocusonsupportingcustomercontactrelatingtoCouncilTax
AspartoftheCustomerContactteamdealwithtelephone,webchat,andemailto:
* RespondtoallcontactsfromanySomersetCouncilService.MayreceivecallsincludingsafeguardingfromAdultsandChildrensandwillberequiredtotakerelevantdetailsandpassontoacolleaguewithintheCustomerContactteam.
* Assesstheneedsofeachcontactthroughactivelistening,questioningandsomescriptstoprovidethenecessaryinformation,guidance,supportorservices.Interrogateandinterpretonlineinformation,.
* ,teamandindividualperformance.MaintainanawarenessofcontactvolumesandmanagetheirownavailabilityusingthetelephonysystemtomaximisetheirperformanceandtheperformanceoftheContactCentre.
* Reviewinformationheldonsystemsand/.
* KeepuptodatewithanychangestoSomersetCouncilServicesincludingconsultationswhichmayresultincontactfrommembersofthepublicorotherorganisations.
* /feedbacktoprovidetotheserviceareas.
* DealwithallcontactsinlinewiththeCouncilspoliciesandprocedures,eg
EqualitiesandDiversity,andrelevantlegislation,.
JBRP1_UKTJ