Purpose of 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. This new role offers a unique approach to providing support to the residents of Gwynedd. The person in the role will be expected to:
Work closely and proactively with residents who need support, particularly when dealing with complex cases that may involve multiple Council Departments.
Act as a constant point of contact for these individuals until their cases are fully resolved.
Take a proactive, preventative approach by reaching out and contacting directly those individuals who have given consent to receive calls related to their well-being.
Collaborate with the blue badge team
 
 
 
 
 
   Responsibility for Resources e.g. staff, budgets, equipment
 
-
 
 
 
 
 
 
Main Duties 
 
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 on a regular basis while prioritising customer enquiries promptly and accurately.
Provide a high-quality customer service when dealing with correspondence, telephone enquiries and people who drop in, as appropriate.
Responsible for receiving customer forms and personal documents, photocopying, scanning and checking documents as required for the customer's request.
Deal with and resolve customer enquiries by advising on Council services.
Act as a constant point of contact for customers when dealing with other departments or agencies when appropriate.
Liaise with the Department for Work and Pensions, or other Services on behalf of residents.
Notify and advise residents about support agencies including Shelter Cymru, the Citizens' Advice Bureau and the Credit Unions, Housing Associations' Welfare Teams and others.
Inform and advise residents about what is available within their community using Dewis Cymru.
Receive feedback from customers.
Provide support for customers who make enquiries/request services over the internet.
Ensure that customers comply with Health and Safety in the workplace regulations, the Fire policy, and sign in and out of the building as expected.
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.
Use several of the Council's computer systems in order to deal with customer enquiries, creating 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 fields of work.
Responsible for self-development.
Ensure compliance with Health and Safety rules 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 policies in relation to equal opportunities and equality.
Responsibility 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 e.g. the need to work unsociable hours, special working arrangements, etc.
 
Occasionally the post-holder will be required to attend meetings outside office hours and to work as part of a team responding to emergencies including 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 own a car and to work in other locations within the County occasionally.