Personal attributes
Essential
Communication skills of the highest quality – oral and written
Energetic, enthusiastic, with commitment and perseverance
Able to use and interpret information correctly
Able to identify needs from the customer's perspective
Able to encourage collaboration and trust from colleagues
Able to work as part of a team and support and encourage colleagues
Possess good interpersonal skills
Able to adjust and accept changes
Pay attention to detail and committed to ensuring a service of the highest
quality
Decisive, courteous, diplomatic, respectful and sympathetic
Flexible
Possess a good attendance and punctuality record
Able to learn from experience
Possess multi-tasking, timekeeping and prioritisation skills
Present a positive image to the customer
Able to solve problems
Possess a sense of humour
Immaculate appearance at all times
Able to work with internal and external stakeholders
Possess excellent interaction skills and the ability to form and maintain working relationships
Desirable
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Qualifications and relevant training
Essential
Strong educational background
Desirable
Education to A Level
Supervising qualification or experience of supervising.
Relevant experience
Essential
The experience and confidence of supervising and developing a team of staff effectively, including dealing with complex staffing matters.
Desirable
Experience of providing customer care services
Experience of establishing and developing new services
Experience of working in the front line
Experience of providing clerical and administrative support
Experience of collecting, collating and managing information
Experience of dealing with customer enquiries
Experience of dealing with complex and sensitive complaints, conflict and
enquiries
Knowledge and experience of working within a large multifunctional
organisation.
Experience of inputting information in a computer and leading and supporting
other staff.
Experience of providing a service that is customer-focussed
Skills and specialist knowledge
Essential
Awareness of the opportunities that technology can offer to improve service
provision
Computer literate
Numerate and literate
Able to suggest and support service improvements
Able to learn new and innovative working methods
Able to provide clear and concise advice and information
Able to respond to situations and enquiries quickly and demonstrate flexibility
Willing to take responsibility for the quality of the service on offer
Able and willing to work to agreed standards
A good listener
Able to use a computer while talking to a customer.
Able to use office systems, software packages for specific services, the intranet
and the internet
Good keyboard skills
Desirable
The ability to use any other relevant technology
Possess high quality administrative and organisational skills
The ability to extract information from a handbook and from computer systems.
Able to prioritise personal tasks and team tasks.
Able to respond to feedback from staff and customers in a constructive
manner.
Able to deal with complaints effectively and improve the service's standards
and targets.
Able to use information technology and telephones.
Able to work as an individual and as part of a team.
Able to develop creative and innovative ideas.
Have an understanding of equal opportunities principles.
Awareness of customers' different needs e.g. disability or language difficulties.
Able to promote and evaluate staff's training and development needs.
Able to focus on customer needs, and determine suitable solutions to ensure
customer satisfaction.
Able to work under pressure, cope with difficult situations and implement and
provide a professional service at all times.
Knowledge of how Local Authorities or any other large organisations operate
Language requirements
Listening and Speaking - Higher
Able to follow a conversation or discussion through the medium of Welsh and English on a professional level and discuss general day to day topics in the field in order to present information and express opinions.
Reading and Understanding - Higher
Able to understand standard written Welsh and English; both formal and informal.
Writing - Higher
Present written information confidently by letter, more detailed and technical report formats, and respond to written requests conveying information, ideas and opinion in Welsh and English (help is available to check the work).