Job Category : Admin / Clerical
Location : WOOD GREEN LIBRARY, London Borough of Haringey
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £11.82
3 x Floor walker/triage/receptionists
1 for Marcus Garvey and 2 for Wood Green
100% office based in face to face service centres
This is a physical role with a lot of walking to and from the reception/door and up and down stairs.
Role Purpose
This role exists to help Haringey Council to serve its customers well.
This will be achieved within a specific service area including call centre, face to face (including but not limited to Customer Service Centres and Receptions), digital, telephones, and service development.
To operate as a generic CS assistant across the core activities of the service with a focus on delivering a high level of customer service and optimum personal performance.
To provide accurate and up to date information to residents and callers.
To provide comprehensive advice and be able to deal with complex, contentious or technical enquiries.
To contribute to the provision of high quality, professional customer facing services and improved service outcomes.
To respond effectively and accurately to routine enquiries in accordance with procedures.
To demonstrate flexibility and adaptability in the drive towards change and the improvement of processes.
To assist customers in a way that reflects Haringey’s Values, Principles and Pledges.
To comply with statute, legislation, discretionary powers, council standing orders, council policies and codes or standards of conducts.
To demonstrate flexibility and adaptability in the drive towards change and the improvement of processes.
Knowledge, Qualifications, Skills and Experience
The following criteria are deemed necessary for this role:
Have a knowledge of best practice and customer services procedures and ability to apply these to everyday work activities
Good knowledge and experience of concepts, principles and practices gained through experience and development in a specific field (face to face, digital, telephones, and development).
An ability to work as part of a team and use individual initiative to achieve set targets
Good written and verbal communications skills
Good IT skills, including MS Office (Word and Excel)
Ability to take on board the physical elements of the role – supported by health and safety procedures and equipment (appropriate support and adjustments will be made for staff according to OHU recommendations and any disabilities will be taken into account).
Experience of local government and/or housing services in a customer service environment Desirable