Person Specification

Transcription

1 Person Specification Authority: Service Block: Section: Post Title: Post Number: Accountable to: Management responsibility for: Authority to liaise with: Adur and Worthing Councils Customer Services Customer Services Customer Services Advisor Customer Services team leaders None Internal and external customers Area Requirements Qualifications Essential Desirable 4 GCSE passes (or equivalent) including Maths and English NVQ or equivalent in customer service or related discipline Professional Registration (where applicable) Knowledge & Experience (e.g. Technical, Administrative, Managerial use one or more categories as/where appropriate) At least one year s experience of working, and dealing with customers and colleagues, in a comparable customer role; High personal standards of accuracy, efficiency, honesty and reliability. Well motivated, able to act on own initiative but committed to a supporting role within a team. Knowledge of Council services, especially revenues, housing services and benefits, development management and environmental health

2 Skills Communication/ Relationship with others Interested in outcomes, with a positive attitude to work and others; Able to build trusting relationships with others inside and outside the organisation. Able to deal consistently with conflict; Analytical/ judgmental Good problem solving skills, and the ability to display good judgement when dealing with customers. Planning/ organisational Able to plan and prioritise work, meet deadlines and adapt to varying demands and pressures, including meeting time specific deadlines. Able to use digital and online facilities to organise, and plan for work; ICT Competent in the use of common ICT systems. The ability to operate contact centre software systems, and to input and recover customer details from a variety of other service computer systems, in order to resolve customer enquiries quickly and accurately. Familiar with local ICT systems used by the customer services team, including Academy, Orchard HMS, M3, Uniform or CRM systems such as Salesforce/ Lagan or similar; Knowledge of contact centre applications;

3 Abilities Physical Ability to routinely use IT equipment and telephony systems. Able to deploy between customer service locations, including the corporate contact centre. Mental Emotional Working conditions / Style Able to remain calm under pressure, and to deal effectively with the public. Possess personal resilience Possess a confident, friendly and welcoming manner being polite and professional at all times. Committed to delivering a high quality service. You must be able to work up to 37 hours per week during service availability hours, which are currently 8.30 a.m. to 5.00 p.m. Monday to Friday. You will be expected to understand and be committed to the Equal Opportunity Employment Policy. Staff engaged in face to face settings will be expected to wear a uniform or adhere to a dress code standard, and maintain an appearance judged acceptable in a public service setting.

4 Other: APPENDIX ONE AND APPENDIX TWO DETAIL SERVICE SPECIFIC COMPETENCIES FOR ENTRY LEVEL AND HIGHER LEVEL CUSTOMER SERVICE ADVISORS. Person Specification agreed by: Post holder (Print name): Signature: Date: Line Manager (Print name): Signature: Date: Executive Head of Service (Print name): Signature: Date: Appendix One Entry Level Customer Service Advisor Direct customers appropriately using relevant and applicable technology/ systems to required competency standard in relation to:- General Enquiries Council officer specific; Referrals to County Council, Police, Health, etc. Refer to senior advisors where necessary and signpost customers appropriately; Guide and assist customers to shift channels and prevent failure demand and avoidable contact; Adur & Worthing Council Services (AWCS Waste, recycling, new and missed bins, commercial / trade / clinical waste, special collections; Green waste Promote and increase customer uptake of income generating services;

5 Adur Homes Repairs Reporting of repairs, incidents, etc. Using the relevant software; Promoting alternative channels for tenants use; Electoral Services To ensure that electoral services systems and records are maintained and updated according to legislative requirements; To promote and assist customers to access electoral registration online services. Tourist Information To promote the Tourist information visitor points and support local events, To signpost customers to the visit Worthing website Theatres and events Building Control Leisure To promote local events, assist customers and support Theatres and events team as directed to meet demands Initial Inspection appointments and other basic signposting functions ; Progressing customer reports to relevant service area for attention; Appendix Two Higher level Customer Service Advisor.

6 Direct customers appropriately using relevant and applicable technology/ systems to required competency standard in relation to:- Revenues and National Non Domestic Rates To promote and assist the recovery of Council Tax for the Council and focusing on customer need across operational cluster to achieve deep resolution where necessary Without referral establish recovery payment plans with customers to ensure council tax debt is managed within set parameters. Housing Benefits and Council Tax Support Environmental Health Development Management

7 Housing Services Make judgements within agreed protocols on the severity of housing i.e. emergency homeless, shortly to be homeless / potential eviction, housing options. thereby establishing the correct level of response by Housing Officers within current agreed service levels or as directed