Customer Services/Training Support Officer

- 1. PURPOSE OF JOB

1.1 To effectively provide a high quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels. Assist the team leader in guiding, coaching, mentoring and training team members. To handle more specialist enquiries as designated.

2. MAIN DUTIES:

2.1 Participate in a rota to cover the general reception desk, front service desks and telephone work stations, providing cover across the service centre as daily demand requires.

2.2 To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme.

2.3 Record accurate and timely statistical information

2.4 Actively recognises the need for customer confidentiality

2.5 Liaise with all other Council sections and departments to ensure handover of actions as necessary

2.6 To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards

2.7 Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service

2.8 Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries

2.9 Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments

2.10 Work as a flexible and effective team member supporting other service centre team members with their queries as necessary

2.11 Proactively stay abreast of technical, professional, product and service developments

2.12 Participate in the Council's performance management processes

2.13 Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction

2.14 Assist in training/mentoring of new staff giving advice and guidance as required

2.15 In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries

2.16 Will be required to rotate/provide cover through the designated specialist areas of work

OTHER ACCOUNTABILITIES 

In undertaking this post you are required to

- Observe the Council's equal opportunities and racial equality policies in all aspects of employment and service provision
- Be aware of, and comply with, the Council's Constitution and Financial Regulation
- Be aware of, and comply with, the Council's policies and procedures on health and safety at work by adopting safe working practices; reporting any accidents and/or unsafe or hazardous conditions to management; and to do everything reasonable to prevent personal injury to themselves, fellow workers and members of the public.
- Be responsible for identifying your personal training and development needs in discussion with your line manager and participating in any