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We are looking for a Customer Enabling Service Advocate that will support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.

Key responsibilities:

Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service.

Act as an advocate and work closely with internal and external partners to exceed customer expectations and achieve service standards.

Key tasks:

Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.
Communicate, verbally and in writing, specific knowledge of council and partner services to resolve enquiries at the first point of contact.
Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.
Act as the ‘front door’ for the Council and partners, including the City Hall meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT
Provide support and assistance to local Council campaigns, events and programmes e.g. Covid Recovery, Neighbourhood Community surveys, Air Show etc
Escalate and refer any challenging or complex enquiries and/or complaints to Management
Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience
Make sure contacts and decisions are made in accordance with service standards

Influence others to adopt policies and courses of action when working with customers to resolve enquiries

The candidates must have:

Communicating -able to share and obtain verbal and written information and have dialogue with others either in person or over the telephone.
Listening and responding to customer needs, acting upon and processing service requests.
Ensure work is carried out in an organised and effective way, including any follow up actions, so customer enquiries are resolved fully at the first point of contact.
Responding to enquiries using telephone, web, email, face to face and any other communications channel that becomes available as technology and ways of working develop.
Working within set policies and procedures to make sure customers have a good experience by receiving excellent customer service.
Suggesting improvements to customer service, systems and procedures, to help us to continuously improve.
Contributing to, developing and maintaining positive customer relationships, including managing challenging behaviour and hostility.
Managing your own workload and the expectations of the customer

10.Logging comments, compliments and complaints in accordance with the Council’s procedures.

Ensuring customer contact is in accordance with the Customer Charter and appropriate service standards.
Vigour – Works at a fast pace, copes well with higher levels of workload.
Suggesting improvements to customer service, systems and procedures, to help us to continuously improve.

Commitment to Equal Opportunities.

Compliance with health and safety rules, regulations, and legislation.

Ability to comply with the Councils values of:

We innovate.
We enable.
We respect.

30 hours per week To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities. Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service via telephone and face to face.

Pay rate:£12.59 p/hr
Reference : Customer Enabling Service Advocate jobs

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Published at 18-08-2024
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