Thepostholderisrequiredtoworkaspartofateamprovidingthefirstpointofcontactoverthetelephone,webchat,email,whitemailandfacetofaceforallSomersetCouncilServices.
Contactwillbefromthepublic,serviceusersandotherinternalandexternalprofessionalsandorganisations.
Thepostholderwillliaisewithandprovidefeedbacktoserviceareasandmanagementwithsuggestionsforimprovementanddevelopment.Aspartofarota,thepostholderwillberequiredtoundertakethedutiesbelowwithintheContactCentreandCustomerServicePoint.
ThesuccessfulpostholdercanworkfromtheYeovilofficeorSheptonMalletoffice(theirchoice)andwillfocusonsupportingcustomercontactrelatingtoCouncilTax
AspartoftheCustomerContactteamdealwithtelephone,webchat,andemailto:
* RespondtoallcontactsfromanySomersetCouncilService.MayreceivecallsincludingsafeguardingfromAdultsandChildrensandwillberequiredtotakerelevantdetailsandpassontoacolleaguewithintheCustomerContactteam.
* Assesstheneedsofeachcontactthroughactivelistening,questioningandsomescriptstoprovidethenecessaryinformation,guidance,supportorservices.Interrogateandinterpretonlineinformation,guidancedocumentsandtheuseofotherlineofbusinesssystems.Whereverpossibleallinteractionswillberesolvedatthefirstpointofcontact.UsebothformalproceduresandtheirownjudgementtoidentifyiftheenquiryrequiresfurtherconsultationorroutingtoaspecialistwithinaSomersetCouncilService.
1. Recordintheappropriatesystemallcustomerdataandservicerequirementsandw...