Job Title: Customer Services Representative
Base Location: Wyvern House the Drumber, Winsford, Cheshire, CW7 1AH
Job type: 3-month
Job Purpose
To work as part of a multi-functional integrated team, making and receiving enquiries by telephone, email, social media and other contact methods, based at the Council’s Contact Centre in Winsford, taking appropriate action to provide an efficient and effective customer experience and act as an intermediary between the customer and service areas. This role in particular relates to an upcoming project by the council’s Waste Management team relating to HWRC vehicle registration.
The position will be responsible primarily (but not exclusively) for handling incoming contacts to ensure residents are able to access Council services and provide information to residents and also, when required. We are looking for individuals that will be part of a friendly team that is focussed on providing fantastic service and proving added value to the local community.
Principal Responsibilities
- 1. To provide information, advice and services to residents on behalf of …
- 2. To efficiently and effectively use information technology including a Customer Relationship Management system, MS office applications, call centre technology and the internet as well as shape its development in order to record and maintain an electronic record of customer details and their service requests
- 3. To provide information, advice on services of the council, external agencies and organisations.
- 4. To take responsibility for resolving queries or completing action arising from customer enquiries to act as an advocate on behalf of the customer
- 5. To work as part of the Customer Services Team to provide a cohesive service to the customer
- 6. Flexible approach to working arrangements, including shift work between 8am and 7pm.
NOTE
Notwithstanding the detail in this job description, the job holder will undertake such work as may be determined by the Manager from time to time, up to or at a level consistent with the Principal Responsibilities of the job.
Role designation: Hybrid – Workers spend the majority of their time on site or in client visits. They will work in a specified Council office between site visits and may also work from home on an occasional or more frequent basis.
Person Specification
Qualifications
- Essential: Functional Maths and English, Confident Microsoft Office user
- Desirable: NVQ level 2 in Customer Services or equivalent, Microsoft office skills.
Experience
- Essential: Experience of working in a front facing role
- Essential: Excellent communication skills and ability to engage with customers and colleagues
- Essential: Excellent attention to detail
- Essential: Excellent time management
- Essential: Flexibility
- Desirable: Customer Service Experience
- Desirable: Experience of working in a Contact Centre or face-to-face environment with multi-channel contacts
Job Related Knowledge
- Essential: General knowledge of local authority services
- Desirable: Training will be provided on the job
Skills and Aptitudes
- Essential: Excellent interpersonal skills
- Communication skills are all levels
- Problem Solving
- AdaptabilityTeam Collaboration
- Desirable: Conflict Resolution
Other Requirements
- Essential: The ability to converse at ease with customers and provide advice in accurate spoken English
- Required to work evenings/weekends
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