Swyddi ar lein
Customer Advisor Customer Contact
£16,414 - £17,553 a year | Temporary
- Reference:
- 24-27204
- Job title:
- Customer Advisor Customer Contact
- Directorate:
- Corporate Support
- Service:
- Customer Contact and Registration
- Closing date:
- 17/05/2024 10:00
- Job type/Hours:
- Temporary year | 25 Hour
- Salary:
- £16,414 - £17,553 a year
- Pay Scale:
- GS4
- Location(s):
- See Job Advertisement
Details
Job Advertisement
The successful candidate will be able to work from the nearest office to their home. Caernarfon, Pwllheli, Dolgellau or Penrhyndeudraeth. There will be an initial training period at Galw Gwynedd, Penrhyndeudraeth.
Customer Advisor pay grade starts at GS3 rising to GS4 following training.
Gwynedd Council offers an attractive employment package, for more information please click on this Information Pack
Gwynedd Council operates internally through the medium of Welsh, and offers all its services bilingually. The applicant will be required to reach the linguistic level noted as one of the essential skills in the Person Specification.
We encourage everyone who applies for a job with Gwynedd Council to submit job applications in Welsh or bilingually.
(Applications submitted in English only or Welsh only will always be treated equally, but we ask applicants to consider carefully what the linguistic requirements of the job in question is and if it would be more appropriate to submit an application in Welsh.)
For further information about this post please contact Charlotte Elyse Williams on 01286 679654
Application forms and further details available from, Support Service, Gwynedd Council, Council Offices, Caernarfon, LL55 1SH
Tel: 01286 679076
E-Mail: swyddi@gwynedd.llyw.cymru
CLOSING DATE: 10.00 AM, 17/05/2024
If you are successful to be short listed for an interview you will be contacted by E-MAIL using the address provided on your application form. You need to ensure that you check your email regularly.
Person Specification
Personal attributes
Essential
First class communication skills, both written and oral
Energy, enthusiasm, dedication and perseverance
Able to use and interpret information correctly
Able to identify requirements from a customer’s perspective
Able to generate co-operation and the trust of colleagues
The ability to be a team player, support and encourage colleagues
Has good interpersonal skills
The ability to adapt to new situations, accepting change
Shows attention to detail and commitment to quality of service
Is assertive, polite, diplomatic, respectful and sympathetic
Is flexible
Has good attendance and punctuality record
The ability to learn from experience
Has multi-tasking, time-management, prioritization skills
Presents a positive image to the customer
Has problem solving abilities
Has a sense of humour
Is smart at all times
The ability to liaise with internal and external stakeholders
Desirable
-
Qualifications and relevant training
Essential
Strong educational background
Desirable
Educated to a higher level.
Relevant experience
Essential
-
Desirable
Experience of delivering customer care services
Experience of establishing and delivering new services
Experience of working in front-line services
Experience of providing clerical and administrative support
Experience of collecting, organising and managing information
Experience of dealing with customers enquiries
Experience of dealing with complaints, conflicts and difficult or sensitive enquiries
Skills and specialist knowledge
Essential
An awareness of the opportunities technology offers to improve the provision of services.
Computer literate
Numerate and literate
Able to initiate and support service improvements
Able to learn and apply new and innovative ways of working
Able to provide specialist information and advice in a clear and concise manner
Able to respond to situations and enquiries quickly and demonstrate flexibility
Willing to take responsibility for the quality of service provided
Able and willing to work to agreed standards
Able and willing to work alone and under pressure
Is a good listener
Able to use computer whilst talking to a customer
Able to use office systems; service-specific applications; intra/internet
Has excellent keyboard skills
Desirable
Able to use other relevant technologies
Has excellent administrative/organizational skills
Able to extract information from manual and computerized systems
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 - Foundation
Able to complete simple forms and compose a letter or short e-mail through the medium of Welsh and English by using a number of familiar phrases in order to convey a simple message.
Job Description
Purpose of the post
•Ensure that the people of Gwynedd are at the centre of everything we do.
•We are looking for an enthusiastic and proactive person to join our Customer Contact team, to provide information and advice on a broad range of Council Services to our customers, by using multi-channel support systems and ensuring that the people of Gwynedd are central to everything we do.
Responsibility for functions
•-
Main duties
•LEVEL 1 dealing with general reception enquiries, switchboard enquiries and creating recycling centre appointments.
•Deal with internal and external customers, face to face (reception enquiries), over the phone (switchboard calls and creating appointments in our CRM system), electronically or through any other source that is used within our Customer Contact Centres.
•Move from one field of work to another regularly and prioritise customer enquiries promptly and accurately (e.g. dealing with phone calls and proceeding immediately to deal with a reception enquiry at the same time, or complete administrative work and proceed immediately to deal with a customer, regularly during the day).
•Provide a high quality customer service by dealing with correspondence, telephone enquiries and people who drop-in, as appropriate.
•Responsible for receiving customer forms and personal documents, making photocopies, scanning and checking documents as required for the customer's request.
•Refer customers to other departments or agencies when appropriate.
•Receive feedback from customers.
•Provide support for customers who make enquiries / request services over the internet.
•Implement the procedure of interviewing passport applicants by dealing with e-mails/fax messages from the Passport Service.
•Welcome passport appointment applicants, prepare the room for interviews and link the video-call.
•Contact the Passport Service prior to and following the interviews, following the Home Office's security arrangements.
•Receive parcels and letters that arrive separately to Royal Mail and record them and arrange for them to be collected by the relevant services.
•Hand-out and receive keys associated with Council buildings for maintenance work purposes, etc. Sign and retain documents following maintenance work on behalf of the Property Unit.
•Ensure that customers follow the workplace Health and Safety rules, Fire policy and that they sign in and out of the building as expected.
•LEVEL 2
•Carry out level 1 duties as well as:
•Receive payments from customers face-to-face (receive cash and process card payments), over the phone (process card payments), advise customers on how to complete on-line payments.
•Follow the council's procedures on how to deal with money and ensure compliance with banking arrangements.
•Deal with and resolve customer enquiries by giving advice on the following processes: planning processes, highways and municipal enquiries, parking, elections, pest control, 16+ passes, registration of births, deaths, ceremonies and blue badge applications.
•Use a number of the Council's computer systems in order to deal with customer enquiries, create appointments for customers as needed.
•Deal with the complaints / concerns of customers and bring complaints or complex enquiries to the attention of relevant officers within the relevant Services.
•Support new staff by sharing experiences, assisting, shadowing and developing their skills in our work fields.
•Fulfil any other duties corresponding to the scale of the post.
•Responsible for self-development.
•Ensure compliance with Health and Safety regulations in the workplace in accordance with the responsibilities noted in the Health and Safety at Work Act 1974 and the Council’s Health and Safety Policy.
•Operate within the Council’s equal opportunities and equality policies.
•Be responsible for managing information in accordance with the Council’s information management standards and guidelines. Ensure that personal information is treated in accordance with Data Protection legislation.
•Commitment to reducing the Council’s carbon emissions in accordance with the Carbon Management Plan, and to encourage others to act positively towards reducing the Council’s carbon footprint.
•Undertake any other reasonable duty which corresponds to the salary level and responsibility level of the job.
•Responsible for reporting any concern or suspicion that a child or vulnerable adult is being abused.
Special circumstances
•Occasionally the post holder will be required to attend meetings outside normal working hours and to operate as part of a team responding to civil emergencies in accordance with the Council’s emergency plan.
•As the Council reconsiders extending service hours, this could affect the working hours of this post.
•The post-holder will need to possess a full driving licence and a car and to work in other locations within the County occasionally.
