Provide accurate information to customers and actively promote the range of services and access channel options available to customers.

Transcription

1 JOB SCRIPTION and PRSON SPCIFICATION Post Title: Customer Service Advisor Service Area Corporate Services Reports to: Customer Services Team Leader Scale: 2/3 CRB: Overall Purpose of Service Area: To deliver excellent customer service whilst providing first point of contact for customers by answering queries and giving up to date information. Overall Purpose of Job To act as the first point of contact for customers by dealing with a wide range of customer requests via a variety of access channels. To provide high quality, responsive, efficient customer service and deal with customers enquiries professionally and to a high standard or re-direct more complex issues to an appropriate technical/professional colleague. Guiding Organisational Principles Leading Brilliantly Being accountable Being in the Work oing what matters for the customer oing what matters for staff esigning against demand oing Value work Reducing Waste Ambition for the Council etermination to succeed Key Roles, Tasks and Responsibilities 1. To work as part of a team and support the delivery of the Customer Access Strategy 2. Provide accurate information to customers and actively promote the range of services and access channel options available to customers. 3. eal with all customers both internally and externally in a professional, courteous and efficient manner. To receive and deal with enquiries from external bodies and the general public through a variety of access channels 5. Accurately maintain records and statistical information as required. 6. To collect, sort and distribute incoming mail and deliveries and prepare outgoing mail for collection. 7. Work in a number of locations/workstations covering a range of duties as and when required. 8. To assist Officers in ensuring that information on the Council s website is accurate and up to date. 9. To undertake clerical and administrative duties associated with the role. To proactively obtain feedback from the public and highlight to the team leaders potential 10. areas for improvement and to be involved in various methods of consultation with customers.

2 11. Receipt, record and account for payments from internal and external customers by a variety of payment methods in accordance with the Council's financial regulations. To exercise the highest level of integrity when dealing with personal and sensitive 12. information, taking into account legislation such as the ata Protection/Freedom of Information Acts. Take responsibility for resolving customers' queries and ensure that relevant action is 13. taken for service requests and where appropriate, to track, progress and pursue matters on the customers behalf. 1. Administer internal room bookings. To attend designated training sessions as necessary which maybe out of normal working 15. hours and/or at other establishments as maybe required. To attend team meetings as and when required To comply with the Health and Safety at Work Act at all times as outlined in Blaby istrict Council's Health and Safety Policy. Post Characteristics Qualifications Allowances On call/emergency situations Politically restricted post Health and Safety Responsibilities - Health and Safety responsibility is inherent in the managerial role and the responsibilities for health and safety are no different from the requirements of other management activities: To be familiar with and at all times comply with: the Council s general health and safety policy, the Council s specific health & safety policies and procedures as detailed in the Council health and safety policy documents, and local department specific health and safety procedures as amended or added to from time to time. 1. To report any unsafe practice, accident, incident, dangerous occurrence or hazard found during the course of your work to your line manager for action. To take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work. To co-operate with all staff and members of the authority so far as is necessary to enable all health and safety requirements to be performed or complied with. To ensure anything provided in the interests of health, safety or welfare is not intentionally or recklessly interfered with or misused.

3 2. 3. To be responsible for the effective implementation of the Council s Health and Safety Policy and procedures within their Services and report any corporate or significant issues to the irector of Operation as the lead office on corporate HSW Further Health & Safety information related to this post will form part of your Contract of mployment mergency Planning/Response Responsibilities To carry out the duties specified In relation to the post in the mergency Plan, Business Continuity Plans and other associated documents Job escription etails Reviewed by: Approved by: valuated: Latest Version ate: August 2011

4 PRSON SPCIFICATION Job Title ivision Customer Services Advisor Corporate Services ate completed August 2011 Completed by Knowledge Criteria ssential( )/ esirable( ) Method of Assessment (see overleaf) An understanding of customer care istrict Council and County Council functions Working knowledge of controls and procedures for payment handling Health and Safety aspects relating to customers who are on the Council premises Skills/Abilities Good face to face skills, telephone manner and good demeanour/listening skills when dealing with customers I.T. skills Ability to organise own workload Ability to deal sensitively with customers Ability to work under pressure Ability to work on own initiative Ability to prioritise and meet deadlines Ability to communicate effectively at different levels Ability to follow payment handling procedures Ability to work within a team and be a team player 2, 2, 2,

5 Flexible and willing to learn new techniques Well motivated Ability to assist with appropriate ad hoc work for other departments on occasions if required Ability to show initiative and demonstrate problem solving skills Flexible with start and end times and lunch times to enable the full range of tasks to be undertaken Can demonstrate the ability and commitment to seeing a task/enquiry/problem through to completion Ability to use the lectronic ocument Management System xperience In a customer services environment Within a Public Services capacity Handling high volumes of telephone calls Familiarity and knowledge of at least 2 of the following: Flare, CRM, Refuse and Recycling, Capita, (CAPS) Uniform. Working with Windows based applications Working knowledge of Outlook Payment handling in a customer service environment Other Access to own transport Willing to undertake further training in order to provide the best possible service Willingness to wear uniform supplied for customer service staff in line with Corporate Uniform Policy

6 Flexible and willing to work at different offices 1. Test prior shortlist 2. Test after shortlist 3. Application form. Probing at interview 5. ocumentary evidence Other Unusual hours Flexible other sites Uniform