Key Objectives To assist customers in self service through the Councils website and to be a member of the Contact Centre team and provide a courteous, efficient and effective service to customers. To deal with enquiries productively within a high volume Contact Centre and provide a satisfactory response to all customers. To utilise information to best effect including web based information, advisor guidance and specific systems and scripting. SPECIFIC RESPONSIBILITY 1. To direct customers to self serve via the Councils website where applicable and if necessary, to assist the customer with this process 2. To deal with Contact Centre enquiries in a productive manner within agreed processes and quality standards 3. To maintain an up to date working knowledge of the services delivered through the Contact Centre 4. To maintain good working relationships with other colleagues and divisions of the Council and outside organisations, on all matters that relate to customer service 5. To support customers and manage expectations in regard to service standards relative to the enquiry 6. To provide support to the wider Contact Centre where required 7. To adhere to rotas within the Contact Centre 8. To liaise with back office functions to resolve customer enquiries/complaints 9. The above list is an indication of the duties, which will normally be expected of this post. However, it is not an exhaustive list and the post holder may be required to undertake other duties, which are within the scope of the post Welsh Language Level 1 - All employees will be required to undertake a basic Welsh Language Induction to reach this level. Please refer to The Welsh Language Skills Contact Centre Advisor Contact Centre Advisor Contact Centre Advisor Contact Centre Advisor Contact Centre Advisor Contact Centre Advisor Contact Centre Advisor Contact Centre Advisor RQ1517530 - RQ1517710