Job description
Our client, a large Public Sector Organisation requires a Customer Services Advisor based in Antrim and Newtownabbey Borough Council
Hours of work: 37 hrs per week Monday - Friday 9 to 5
Hourly Rate: £
LOCATION OF POST
Antrim Civic Centre/Mossley Mill (the postholder will be required to work in both locations, as business needs dictate)
MAIN PURPOSE OF POST:
To provide a high level of internal and external customer service, offering a professional and comprehensive information, guidance and support service to all customers, through a variety of channels. Support the Customer Services Manager and Head of Organisation Development in delivering a range of customer related initiatives in line with the objectives of the Corporate Strategy.
PRINCIPAL ROLES AND RESPONSIBILITIES:
1 Supervise the Customer Support Officers teams at Mossley Mill and Antrim Civic Centre.
2 Foster a team approach to all aspects of customer service, identifying areas for development and improvement, and working with the Customer Services Manager to develop and implement team building training, processes and associated materials.
3 Ensure an effective level of communication with the team through briefings, regular 1-2-1 meetings, coaching and training. Identifying additional needs, as required, and researching and reporting on recommendations.
4 Organise staff rotas, manage the TMS system and manage CiAywhere requests for the Customer Services team. 5 Ensure that Standard Operating procedures are current, in place and adhered to by Customer Support Officers. Liaise with appropriate officers in other services to maintain in a responsive, current and effective fashion. Update training manuals for the team as required.
6 Act as the first point of contact for the team in relation to dealing with difficult customers and issues they cannot resolve to completion. Research best practice on an ongoing basis for service recovery.
7 Support the Customer Services Manager and officers with the implementation, management, resolving and reporting of customer complaints via the Councils Complaints Handing Procedure, along with any associated platforms.
8 Support the ongoing development, implementation and reporting of the Customer Charter and Customer Experience Strategy on a Council wide basis.
10 Manage the processes and training for handling financial transactions for the team, including CiAnywhere, online payments, reconciliation and lodgements, ensuring all are in accordance with Council procedures. 11 Assist the Customer Services Manager with the ongoing collaborative review, updating and roll out of all processes, including information governance, building processes, such as Fire Evacuation.
12 Work collaboratively with Arts, Culture, Tourism & Events to provide support for conferencing bookings within Antrim Civic Centre and Mossley Mill.
13 Ensure the team have appropriate information/resources to support the promotion of events, displays and exhibitions, within Council sites, particularly Antrim Civic Centre and Mossley Mill.
14 Co-ordinate with other officers to deliver effective support for the team to promote and engage with visitors to the Museum at The Mill.
15 Assist in the development and implementation of building procedures, including Fire Evacuation working in partnership with officers, and ensuring Customer Support Officers are aware.
16 Review, maintain and update all procedures and provide training, where required, for the team, to support the efficient operation of the foyers of Antrim Civic Centre and Mossley Mill, maintaining in a tidy and professional manner, and effectively support visitors and customers at all times.
17 Ensure Customer Support Officers maintain customer information points at Mossley Mill and Antrim Civic Centre. Ordering information leaflets/packs/application forms and other general documents are available and displayed as required.
18 Continuously review customer systems and platforms in use with Council, providing feedback and support for enhancing service delivery.
19 Ensure the team are appropriately informed, and have sufficient information/resources to effectively direct customers to internal and external assistance, as well as confidently promote Council events, services and initiatives including local tourist attractions, Theatres and Museums.
20 Research and develop processes and training materials for all aspects of customer service support, including personal skills and knowledge.
21 Maintain the Risk Register for the team.
22 Support the implementation, deployment and maintenance of all relevant customer servicing software platforms, such as the digital platform and future systems.
23 Support with the analysis of Customer services data across all sections of the Council.
24 Support the Customer Services Manager and Council Officers with the delivery of Customer Engagement/Services Projects across Council.
25 Support the delivery of the Council's consultation plan through the Customer Engagement Platform (currently Citizen Space) by conducting surveys and inputting data. Assist the Customer Services Manager to collect information about service problems and trends.
26 Manage the ordering of corporate uniform.
27 Provide general administrative assistance to the unit as designated by the Customer Services Manager and the Head of Organisation Development. The principal responsibilities listed above are an indicator of the main aspects of the role as opposed to representing a definite list.
GENERAL RESPONSIBILITIES:
1 Demonstrate a team approach to achieving the objectives of the Section through full flexibility in relation to tasks undertaken.
2 Provide a high level of internal and external customer service including taking ownership of customer queries and complaints.
3 Continuously develop personal knowledge and skills to enhance internal and external customer service.
4 Comply with Council's policies and procedures including those relating to health, safety, wellbeing and safeguarding.
5 Promote equality and diversity across all service areas through clear leadership, effective policy implementation and demonstrating appropriate behaviours in line with Council values.
6 Carry out any other relevant duties which may be assigned including working in other sections of the Department and Council.
ESSENTIAL CRITERIA
Minimum of 5 GCSEs, Grades A-C or equivalent, including English and Maths Consideration may be given to candidates who do not hold the above qualifications but who can demonstrate 4 years' experience as detailed below
EXPERIENCE
ESSENTIAL
Have a minimum of two years' experience in a customer services function with experience in switchboard, reception and handling payments
A minimum of 12 months experience dealing with a high volume of calls.
DESIRABLE
Previous experience in a customer facing role including operating a customer management information system and managing a team of customer service advisors.
KEY SKILLS & ABILITIES
A practical approach to problem solving
Flexible and adaptable to change
Discretion and compassion to deal with confidential and sensitive information.
OTHER
Experience in the use of Windows and Microsoft Packages including Word, Outlook and Excel
Access to a suitable form of transport to enable the duties of the post to be carried out in full.