Personal attributes
Essential
Excellent verbal and written communication skills
Energetic, enthusiastic, committed, and perseverance
Ability to use and interpret information accurately
Ability to see needs from the customer’s perspective
Ability to gain cooperation and trust of colleagues
Ability to work as part of a team and support and encourage colleagues
Possesses good interpersonal skills
Ability to adapt and accept change
Attention to detail and commitment to delivering high-quality service
Assertive, courteous, diplomatic, respectful, and empathetic
Flexible
Good attendance and punctuality record
Ability to learn from experience
Multitasking, timekeeping, and prioritization skills
Presents a positive image to the customer
Problem-solving ability
Sense of humor
Always neat and tidy
Ability to collaborate with internal and external stakeholders
Excellent interaction skills and ability to form and maintain working relationships
Desirable
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Qualifications and relevant training
Essential
A solid educational background
Desirable
Education to A-Level standard
Relevant Leadership or Management qualification, or at least three years of experience
Relevant experience
Essential
Experience and confidence in leading and developing a team effectively, including handling complex staffing issues
Desirable
Experience in delivering customer care services
Experience in establishing and developing new services
Experience of working on the front line
Experience in providing clerical and administrative support
Experience in collecting, organizing, and managing information
Experience in handling customer enquiries
Experience in dealing with complaints, conflict, and complex or sensitive enquiries
Experience using computer systems and supporting others in their use
Experience delivering a customer-first service
Skills and specialist knowledge
Essential
Awareness of the opportunities technology offers to improve service delivery
Ability to use a computer
Numerate and literate
Ability to suggest and support service improvements
Ability to learn new and innovative ways of working
Ability to provide advice and information clearly and concisely
Ability to respond quickly and flexibly to situations and enquiries
Willingness to take responsibility for service quality
Able and willing to work to agreed standards
A good listener
Ability to use office systems, service-specific applications, intranet and internet
Good keyboard skills
Desirable
Ability to use any other relevant technology
Possesses top-level administrative and organizational skills
Ability to extract information from manuals and computer systems
Ability to prioritize personal and team tasks
Ability to respond constructively to feedback from staff and customers
Ability to handle complaints effectively and improve service standards and targets
Ability to use IT and telephone systems
Ability to work independently and as part of a team
Ability to develop creative and innovative ideas
Understanding of equal opportunities principles
Awareness of different customer needs (e.g., disability or language difficulties)
Ability to facilitate and evaluate staff training and development needs
Ability to focus on customer needs and identify appropriate solutions to ensure satisfaction
Ability to work under pressure, cope in difficult situations, and deliver services professionally at all times
Knowledge of how Local Authorities or other large organizations 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.Able to give a pre-prepared presentation and respond to any comments and questions on it in Welsh or English.
Reading and Understanding - Higher
Able to understand standard written Welsh and English; both formal and informal.Able to gather information from various sources such as letters, reports, articles through the medium of Welsh and English in order to fulfil the post.
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).