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Job description

The post holder will have responsibility and accountability for the following:

• To take ownership in conjunction with the Team Manager for your personal Learning and development needs.
• To show interest and regularly consult line managers to seek progress in meeting pre-defined targets and outcomes.
• To consistently deliver an excellent experience for customers, ensuring that things are right the first time across all channels of access.
• To be able to assess and focus on multiple priority tasks in a demanding environment that may involve constant interruptions. Ability to switch between tasks and adjust to frequently changing priorities.
• To manage all Social media community activity. To support management in digital strategy and execution.
• To actively persuade, educate and inform customers about new developments to the Council, particularly the use of new technology and the shift to web-based transactions.
• To have a clear understanding of who our customers are, listen to their needs, resolve their enquiries, and respond promptly and positively to customer requirements in a helpful and courteous manner. Ensure customers are content with the level of service received and that they are informed of the outcome.
• Manage online discussions by listening and responding to customers in a timely and authentic manner. Support management in the day-to-day digital production tasks on large-scale projects.
• When covering duties in face-to-face environments, ensure that all floor walking duties and requirements are covered.
• To communicate in a clear and helpful manner. Deal effectively with all enquiries in a patient and tactful way in order to respond positively.
• Deal with potentially difficult situations, involving customers both over the telephone face to face or on Social media
• To liaise directly with other departments as and when required and to announce all calls that are transferred.
• To ensure any complaint is captured and logged correctly in accordance with the authority’s policy. To take responsibility for own decisions on routine work and support team decisions.
• To maintain control under increased work volumes. Carry out numerous tasks and be able to get things done with minimal supervision.
• To answer external emails to the Authority in line with Service level agreements.

Rate: £15.64 Umbrella

Job Types: Full-time, Temporary contract
Contract length: 3 months

Salary: £15.64 per hour

Schedule:

• Monday to Friday

Work Location: One location