Customer Services Information Guide (Contact Centre)

Job Details

  • To support the residents of Swindon in accessing the many services provided by the council. To deliver an
    evolving support service whereby we encourage and support customer to access information online;
    adopting a digital first approach.
    Understanding the customers’ needs and signposting to relevant support services either inside or outside of
    the Council.
    Giving information on Council Services where it’s not available, escalating queries and requests for work to
    the relevant service area.
  • To answer calls from customers, using our Call Centre technologies.
    – To answer emails from customers using digital email technology.
    – To listen attentively to customer requirements asking pertinent questions to establish facts in order
    to gain a full understanding of the customer’s needs.
    – To maintain customer service standards by answering customer’s telephone calls and emails, being
    courteous, welcoming and professional at all times.
    – Once the customers’ needs are understood, give them the support and confidence to self-serve to
    answer their own query or by using Council equipment with a view to using their own where possible
    in the future.
    – Where the customer is unable to self-serve even with your support, you will provide a clear and
    concise response to enquiries and ensure all information given is correct and accurate in response to
    the customer enquiry.
    – Participate in the training, development and digital skills to help your team deliver the excellence our
    customers expect.
    – Looking and suggesting ways for continuous Improvements
    – To refer unresolved actions to the senior, Team Leader, or other areas.
    – To adhere to the Data Protection Act.

PAYRATE: £14.55umbrella