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Role Purpose
The purpose of this multi-disciplined position is to deliver excellent service to residents contacting the Councils via telephone, face-to-face, and other digital channels including chat, social media, and emails. The goal is to provide an efficient and accurate service. Resident Advisers will advise on a diverse range of council and partner services, resolving issues at the first point of contact whenever possible and ensuring seamless interface with back-office departments.
Responsibilities
1. Be the first point of customer contact, providing advice and assistance in processing enquiries, including possible complaints, across various services such as Parking and Permits, Waste, Planning, Licensing, Elections, Schools Admissions, Environmental Services, Highways, Cleaner Greener, Council Tax, and Benefits. This list is not exhaustive and may include other services as part of the wider resident access programme. Understand customer requirements quickly, resolve them efficiently, and promote digital channels and self-service options.
2. Process payments securely following GDPR and Data Protection guidelines.
3. Respond promptly to all customers within performance standards, maintaining a friendly and professional manner, and delivering high-quality Customer Care. Demonstrate a 'can do' and problem-solving attitude.
4. Support activities to ensure the efficient operation of the council's daily functions, including opening and dispatching post, and providing timely scanning and indexing.
5. Prioritize customer needs, treating customers fairly and consistently, and responding effectively to both internal and external customer needs. Interact in a manner that exceeds expectations and adds real value to the customer experience.
Requirements
* Customer service qualification or equivalent, e.g., NVQ Level 3.
* Experience working in a housing association or council.
* Knowledge of Housing Benefits and Council Tax Benefits is essential.
Contract Details
* Initial 3 to 6-month ongoing contract with potential for extension.
* Monday to Friday, 9 am to 5 pm.
* Paid via Umbrella.
If you meet the requirements and are interested in this position, APPLY NOW!
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