Customer Service Representative

To provide a first point of contact for all our customers, service users and stakeholders access to public services by all access channels, dealing with customer enquiries on all aspects of business within the remit of Customer Services and partnership services.

To undertake other duties and responsibilities that are commensurate with the level of the post. This job description contains the main accountabilities of the post and does not describe in detail all the duties required.

Listed below are the primary responsibilities of the role:

• To provide accurate information on all our clients and partner services on both routine and complex issues.
  

• To assist the Customer Services Officers and Team Coaches in the day-to-day provision of the front line service through face to face, telephone, self-service and e-based contacts.
  

• To deal effectively with customers service requests, answering queries, giving advice covering the full range of our clients and partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable).
  

• To support the capture of corporate complaints, comments, compliments and suggestions from customers using the Customer Relationship Management system and following the relevant adopted policies and procedures.
  

• The collection and validation of information to assist Customer Services Officers in a quick and accurate service provision including the prevention and detection of benefit fraud.
  

• To represent the customers best interests in seeking expert or specialist advice from services inside and outside the Client.
  

• To maintain up-to-date records and knowledge of the Clients Policies and Procedures required to provide the effective processing of service requests, enquiries and complaints.
  

• Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion.
  

• Assist customers in locating the clients information stored in computerised and manual formats including the processing of payments as required.
  

• Awareness of Risk Management and the impact of the clients Risk Policy has on the post holder.
  

• The duties and place of work may change as the service provision changes to the meet the needs of the customer.
  

• Participate in corporate working, in particular in order to achieve the corporate objectives and personal development aims.
  

• Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments. Proactively co-operates with others to achieve targets set for group, participates in teamwork and supports team decisions.
  

Patience and empathy.

Flexible Working - The post exists to service customers of the council and is therefore important that the hours worked meet the requirements of the public. Consequently there may be a requirement for staff to operate on a basis providing for late evenings early mornings and weekend opening.