* £14.86 per hour
* Working hours 8:30 – 17:00, Monday to Friday. This is solely office-based in our Hertford office, however flexibility to travel to our site in Bishops Stortford would also be desirable.
Job summary:
* To handle all first points of customer contact for the Council across a range of channels including face to face, telephony and digital
* To support customers in resolving their queries and requests for service as fully as possible to a high standard
* This is predominantly to help manage enquiries relating to the implementation of the Council’s new waste services contract.
Operational Responsibilities
* Providing customers with prompt, effective and courteous front-line services.
* Resolving customer enquiries across a variety of service areas, such as:
o Benefits (validating applications, reporting a change of circumstances and other)
o Parking (taking payment of PCNs, renewal of parking permits and other)
o Revenues (taking council tax payments, balance enquiries and other)
o Waste (reporting fly tips, missed bins, handling garden waste renewals and other)
o Other (including general enquiries)
* Using technology; including CRM, service-specific case management systems, the internet, intranet and social media to access information in order to respond to customer queries
* Supporting a “Digital by Default” approach and promoting channel migration by nudging customers to use self-service applications, such as web forms
* Offering assisted self-service for those unable to use online self-service applications without support, or those who require tutorial before using these independently
* Reducing failure demand by pro-actively supporting customers and liaising with back-office teams on more complex customer queries, whilst keeping customers informed of progress where necessary
* Providing a comprehensive and efficient visitor experience in our reception areas
* Recording relevant details from customer interactions on CRM and service-specific IT systems, ensuring any required actions and/or cases are correctly assigned
* Receiving, uploading and assigning documents, ensuring these are correctly allocated and stored within customer cases and/or delivered to the appropriate team
* Updating customer information and case details where necessary, on CRM and service-specific IT systems
* Taking payments using PCI compliant methods for a range of Council services.
* Providing first point resolution and keeping the number of additional contact points to a minimum wherever possible
* Managing customer expectations and ensuring they are provided with sufficient information regarding their case and any follow up action that will be taken, advising them of appropriate supplementary and/or additional services or information where relevant
* Providing a consistent high standard of service to customers, as well as colleagues when handing over and/or escalating enquiries
Management / Supervisory / Team Working Responsibilities
* Working effectively and efficiently as part of a single customer services team, featuring staff split across two sites in addition to a rotational homeworking arrangement
Communication & Contacts
* Supporting the continuous development of customer services processes and performance through identification of service improvements, participation in meetings, liaising with other service areas, training and personal development
* Liaising with back-office teams to manage, hand over and/or escalate complex service-specific enquiries
* Working with management colleagues to help reduce and resolve complaints at the first point of contact
* Using interpersonal skills to deal with difficult situations and vulnerable customers
Other
* Keeping awareness of the council’s Safeguarding Policy and taking a proactive approach to ensuring the safeguarding of residents at all times
PERSON SPECIFICATION
We want the postholder to be able to demonstrate the following competencies to a high level and want to use these to the full in their work. This is more important than having a great deal of direct experience of the job content, and we will be looking for evidence of all the following key competencies during the selection process, if you are shortlisted.
Key Criteria
Qualifications and Experience
* Good standard of English and Maths
* NVQ Level 2 in Customer Service or equivalent experience
* Ability to use a range of software packages and Microsoft Office to intermediate level
* Relevant local authority knowledge and/or experience (desirable)
Specialist Knowledge and Job Requirements
* Strong communication skills
* Strong interpersonal skills
* Ability to handle sensitive information with discretion
* Ability to multi-task whilst remaining calm and professional in a pressurised, fast-paced customer service environment
* Commitment to the principles of equality and diversity
* Experience of dealing with difficult customers
* Friendliness, helpfulness and positive attitude
* Proactive approach to continuous personal development
* Understanding of Equalities Act legislation (desirable)
* Understanding of GDPR principles (desirable)
Other
* A respectable and professional appearance
The council is committed to safeguarding and promoting the welfare of all its residents specifically children and vulnerable adults. The council expects all its staff to have an understanding of Safeguarding and to share this commitment
If you think this job role is for you, please send your CV to rebeccabentum@carringtonblakerecruitment.com
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