Job Details
Duties/Responsibilities:
1. Resolve enquiries from the public/representatives by telephone, email, digital/social media or face to face, delivering a comprehensive service to customers relating to a range of enquiries for your 2 specialist skills. Answer calls promptly and demonstrate a good telephone manner presenting a professional image of the council. Adhere to the contact centre standards and ensure data protection checks are carried out, following opening/closing scripts and offer additional services. Maintain a minimum of the team average call and after call time detailed in the standards. Demonstrate your knowledge to answer calls without assistance from a manager 85% of the time, and understand when to call for help refraining ringing back office services.
2. Ensure contacts are answered focusing on quality and efficiency and resolution on first contact without shortcuts or unnecessary waste in order to work together to achieve performance targets and be aware of what they are. Delivering a high level of service whilst adhering to council policies and procedures and preventing repeat calls.
3. All switchboard calls to be transferred to correct departments 95% of the time asking relevant questions to ensure they are transferred to the correct person/service.
4. Have the skills and knowledge to deal with vulnerable customers including those in debt, homeless, mental health illnesses, dementia, and those who have suffered a bereavement; providing support and empathy, deciding the relevant course of action for their wellbeing whilst exercising initiative and recording accurate information. Refer customers to relevant support partners as necessary including referrals to visiting officers, the staying well team, support fund and external charities or agencies to help support them and improve their health and wellbeing.
5. Assist with the training of new members of staff in systems and procedures relating to the work of the customer contact advisor.
6. Have a multi-skilled flexible approach towards the changing work patterns and diverse needs of the services, providing cover for alternative services and reception.
7. Maintain a professional approach using tact, sensitivity and courtesy at all times, even in situations where confrontation arises and can sometimes be a potential hostile atmosphere.
8. Have a comprehensive knowledge of numerous IT systems used within the contact centre. Navigate, interrogate, update and maintain these systems to ensure enquiries are resolved efficiently with accurate information.
9. Follow up matters which cannot be dealt with immediately and take responsibility for ensuring issues concerning other services, agencies and organisations are referred promptly to the appropriate contact.
10. Process card payments in line with the councils’ webstaff policy and set up and promote direct debit and re-occurring card payments. Calculate and process refunds and request cash transfers.
11. Deal with queries and escalations to a high standard and use initiative to prevent queries escalating to complaints.
12. Set up and promote self service channels including the council’s self account, web forms, direct debit, recurring card payments, ebilling and ebin alerts.
13. Keep up to date with the Council’s policies and activities and be fully conversant with the web site and all forms available.
14. Participate in customer service initiatives and council projects as required including proactive call backs collecting outstanding debt, surveys and promoting our web site.
15. Assist customers in the understanding and completion of documents/application forms, and validate, record, scan, upload and indexing documents as required.
16. Respond to third party request from police, other authorities and outside agencies whilst adhering to GDPR, data protection and attend court if necessary.
17. Be aware and report any potential fraud in line with the council’s policies and procedures.
18. Engage appropriate services such as Language Line/British Sign Language/Type talk/ Interpretation Officer when necessary.
19. Encourage information sharing internally and with other Council services, partners and external organisations in accordance with Data Protection and GDPR guidelines and national, corporate and departmental policies on confidentiality and the management of shared information.
20. Undertake training on an ongoing basis to develop skills, service knowledge and awareness of departmental and council activities. This includes keeping up to date with current processes and relevant legislation which may vary from time to time and work proactively with colleagues to improve service delivery.
21. Regularly contribute ideas, suggestions and feedback to provide a valuable contribution to the success of the service.
22. Carry out any other duties commensurate with the grade of the post.
Pay rate: £18 per hour umbrella
Three to six months contract with view to extend or make permanent
