Benefits include a minimum 24 days annual leave (pro rata), career average Salary pension scheme and Government Childcare Vouchers.

Transcription

1 CUSTOMER SERVICES CUSTOMER SERVICE ADVISORS X 2 Grade C/D 16,394-19, Hours per week - 12 Month fixed term contract Both posts will be five days per week, Monday to Friday, 8.45am to 5pm. Customer Service handles all Council customer enquiries through a variety of communication channels. The team delivers a high standard of customer service by resolving the majority of enquires at first contact. We are looking for team orientated individuals with the skills to deliver an exceptional experience, no matter how the customer gets in touch. We are undergoing significant change as an organisation, so an adaptable approach is essential. A flexible attitude is vital to respond to a diverse customer group with a wide range of enquiries. Although full training is provided, ideally you will have a proven experience in a front line customer service role and be equally adept to dealing with customers face-to-face, over the phone or via the web. Educated to GCSE Grade C level or equivalent, you will be able to demonstrate excellent communication skills and be computer literate. Benefits include a minimum 24 days annual leave (pro rata), career average Salary pension scheme and Government Childcare Vouchers. For an informal discussion about this post, please contact Lisa Cresswell Customer Services Manager on lisa.cresswell@cotswold.gov.uk. To apply, please visit our website at: then click on Job Vacancies to download a Job Application Form. Please return completed forms to vacancies@cotswold.gov.uk All successful applicants will need to provide evidence of their eligibility to work in the UK. West Oxfordshire District Council is committed to equality of opportunity and welcomes applications from all sections of the community. Closing date: 08 September PM Interview Dates: 20 September 2016

2 JOB DESCRIPTION Service : ICT, Change and Customer Services Post : Customer Services Advisor Grade : C/D Hours of Post : 37 hours Effective Date : August 2016 Responsible To : Customer Services Manager Aim of Customer Services Team: To provide a one-stop point of enquiry for all Council customers. The team has a target of resolving 80% of enquiries at the first point of contact. Customer enquiries will be made through a variety of access channels such as telephone, personal visit, and internet. Purpose of the job: As a member of the Customer Services team you are the public face of the Council. You will act as an ambassador for the Council by ensuring effective and professional communication at all times. You will be dealing with a broad range of individuals and groups including customers, staff, senior management, Councillors & other organisations. Main Duties & Responsibilities As a team member of Customer Services to receive and welcome Council customers and deal with their enquiries efficiently and effectively. To identify each enquiry and to record it onto the service s IT systems for the purposes of performance management and service development. To use IT systems to manage and resolve enquiries, provision of information and access systems in other Council services. To resolve complex queries by using appropriate skills and expertise, by liaising with the appropriate services within the Council or by liaising with the appropriate external organisation. To ensure all enquiries are responded to including returning calls, arranging responses in writing etc.

3 To undertake Customer Surveys as and when requested by your Line Manager for the purposes of performance management and service development. To undertake all general office, clerical and administrative work associated with the operation of the service. To assist in the collection of income from members of the public and other services of the Council. This involves receiving and processing cash, cheques and credit / debit card details through the computerised cash receipting system or online payment system. Undertake any other duties that can be accommodated within the grading of the post. Undertake any training that is deemed necessary for the efficient delivery of the role. WORKING ARRANGEMENTS The opening hours of Customer Services are currently Monday to Thursday and Fridays. It is a requirement of the role to work a rota which may be subject to change within these stated hours / days of service. The postholder will be required to work within the Council s boundaries. Customer Services currently operates from Council offices at 3 Welch Way, Wood Green, Elmfield (all in Witney) and The Guildhall Chipping Norton. The postholder will be required to wear a uniform whilst on duty together with Council identification badge. Occasionally you may be asked to work in a different location and you will be recompensed accordingly.

4 PERSON SPECIFICATION POST: GRADE: SERVICE: Customer Adviser C/D ICT, Change and Customer Services Qualifications Essential A minimum of three GCSE Grade C passes (or equivalent qualification) How these are to be assessed at recruitment Application form / Interview Desirable NVQ Customer Service (level 2 or above) Application form / Interview Knowledge and Experience Essential At least 12 months experience working in a customer focused environment Application form / Interview To have a basic level of computer literacy including a working knowledge of MS Word, Excel and Outlook. Must have keyboard skills To have regularly dealt with customers via electronic access channels i.e. internet and Desirable Knowledge of the services delivered by Local Authorities & other public bodies Knowledge of the West Oxfordshire area and its citizens Use of languages other than English or other non-verbal communication such as signing At least 12 months experience working in direct daily contact with customers in significant volumes e.g. a contact centre or front of house operations Skills and Abilities Ability to listen, understand and interpret customer requests for information. Ability to use written/oral communication skills to correctly inform and update a range of internal and external customers. To be able to ensure that communications are correctly understood. Willingness to share information, views and opinions and ideas to improve the service Must be a team player with the desire to be part of a high quality and successful front line customer service team. Must be able to find solutions to unpredictable requests from customers, efficiently and effectively. Application form / interview

5 Have the ability to work in a new and evolving service where change Application Form /Interview will be a normal feature of the job. Be able to respond to peak workloads, and meet rising targets Application Form /Interview Manage aggressive and unreasonable customers effectively Application Form /Interview Personal Qualities and Attributes Drive to deliver the highest quality customer care standards Interview Be flexible and be able to work with customers face to-face and in Interview the telephone contact centre. Be able to demonstrate a history of using empathy, tact and diplomacy when dealing with customers Interview Specific requirements for the job Variable working times set by a team rota Interview Variable place of work within geographical boundaries of the Council Interview Wear and maintain uniform and name identification as supplied Interview