Job Description
6 - 7 Month Contract With A Local Authority
Job Purpose
To provide high-quality information, advice, and guidance to customers on a range of council services. To resolve enquiries at the first point of contact where possible, or to refer customers for further support as required. To assist customers in accessing digital services, particularly those who are unable or uncomfortable using online channels, and to support customers willing to engage with digital services.
Key Responsibilities
* Provide accurate, clear, and timely information, advice, and guidance across a range of council services.
* Respond effectively to customer enquiries, offering appropriate solutions or options.
* Identify and refer customers for additional support as needed, particularly those experiencing repeated issues, issues spanning multiple services, or who wish to escalate a concern.
* Build rapport with customers, ensuring smooth and positive interactions.
* Demonstrate empathy and understanding, responding with compassion to customer concerns.
* Deliver a personalized service, adapting communication style to meet individual customer needs.
* Champion self-service and digital engagement, supporting, educating, and assisting customers to use online services.
* Be familiar with and able to assist customers across various digital platforms, including social media and council online services.
* Signpost customers to relevant partner agencies as required.
* Communicate effectively, listening actively and asking clarifying questions.
* Provide prompt and consistent responses to enquiries and concerns, keeping customers informed about the progress of their requests.
* Enhance customer satisfaction by resolving issues promptly and adding value to every interaction.
* Ensure the highest level of data quality by recording accurate and complete information in a timely manner.
* Stay updated on service knowledge, customer service best practices, and industry trends.
* Maintain a positive and professional attitude, even in challenging situations.
* Support the development of new staff through buddying, shadowing, and knowledge sharing.
Requirements
* Excellent verbal and written communication skills.
* Strong interpersonal skills and the ability to build rapport.
* Ability to empathize and respond to customer needs compassionately.
* Confidence in using digital tools and willingness to support others in doing so.
* Flexibility to adapt to different customer needs and situations.
* Commitment to high standards of customer service and data quality.