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Customer Contact Team Member

  • Location

    Totnes, Devon

  • Sector:

    Admin & Clerical

  • Job type:

    Contracts

  • Salary:

    Negotiable

  • Job ref:

    5105170_1563891991

  • Published:

    28 days ago

  • Duration:

    2 Months

  • Start date:

    31-07-2019

  • Expiry date:

    22-08-2019

Our client is seeking a Customer Contact Team Member on the initial 2 month contract with the possibility of an extension.

Working Hours-

37 hours per week

Monday - Friday

Pay Rate-

£10.14 p/h

Job Purpose-

- Part of a highly effective and professional multi skilled customer service team

- Proactively manage and resolve customer issues through a range of channels

- Support and encourage customer empowerment and self-serve

- Level 8 - good, but developing knowledge of council wide services, adherence to readily understood rules and procedures

- Level 7 - good practical knowledge of more involved tasks across a range of disciplines or better practical knowledge of more involved tasks in one specialist area, some choices based on the policy framework

Duties and Responsibilities-

- Work as part of a multi-skilled customer service team to attain the highest possible standards of customer care

- Proactively manage and resolve a wide range of customer issues through multiple channels e.g. face-to-face, telephone, letter, email, the Customer Portal - referring to other teams within agreed protocols

- Carry out a range of other related duties e.g. making service bookings, taking and processing payments

- Work collaboratively with colleagues to improve customer service e.g. undertake customer surveys, highlight opportunities for empowering customers further, participate in multi departmental project teams Customer empowerment

- Proactively market the benefits of digital and self-service channels to all customers and demonstrate and coach them in their use, including rostered floor walking to enable queue management and to encourage and assist with customer self-serve Teamwork

- Work with other team members to organise and manage workloads effectively, ensuring that all customer and performance standards and targets are achieved Information and knowledge

- Access and accurately update all relevant information systems, both customer and back office

- Actively develop and maintain an extensive working knowledge of Council services and procedures Other

- To undertake any other duties as may be reasonably required

- Promote equality of opportunity in service delivery in all aspects of the role in line with corporate policies, training and procedures

- Promote a culture that is supportive of the Councils' purpose, aims and values and take all reasonable steps to maintain good employee relations

- Staff are encouraged to participate fully in promoting a safety culture to protect the safety and health of themselves, colleagues and other people affected by the Councils' activities

Skills and Experience-

- Telephone experience if possible

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