Senior Customer Service Advisor within Housing/Planning – £17.16 per hour – Tower Hamlets Council

Job Details

 You will be expected to have acquired an excellent working knowledge of relevant planning, building control and land charges related legislation, have the ability to impart detailed technical advice in both oral and written formats and have excellent customer care skills in helping meet the Council’s Customer Promise.
To contribute to a multi-tasked team responsible for the provision of an efficient, effective, comprehensive, front-line Customer Contact Service providing information, advice and assistance on a broad range of services provided by the Council.
To provide high quality, responsive and cost effective front line services which meet the diverse needs of the community and comply with statutory requirements, guidance and codes of practice.
To edit and submit directorate web content for publishing on the council website and intranet using the Council’s content management and document management systems, paying particular attention to accurate use of written English and web accessibility.
To carry out financial duties in respect of the processing and reconciliation of payments that complies with Financial and Audit regulations.
 To deliver the Council’s Customer Promise and all other standards agreed for the contact centre as set out in the Team Plan and other key documents
Act as first point of contact to customers of the Customer Contact Centre where a broad range of services is offered e.g. Planning, Building Control. Contact may be by telephone, email, the Internet, written correspondence, in person.
Provide advice and guidance in order to resolve customer enquiries by giving information, or by processing requests for particular services, and record all transactions in accordance with set procedures where appropriate.
Provide Customers with support and assistance (this will include communicating with irate and/or distressed customers as appropriate).
Undertake any training which may be required to deliver the Customer Promise, including the Institute of Customer Service Award.