DENBIGHSHIRE COUNTY COUNCIL

JOB DESCRIPTION

Job Title: Customer Service Advisor

Grade: 4

Service: Corporate Customer Service Centre

Service Area: Customer Care

Responsible to: Jenny Barlow

Date Issued: December 2012

Job Purpose
Deliver a comprehensive range of Council and other services using numerous
computer systems efficiently and effectively, delivering a first class customer
service, in accordance with relevant legislation, Council policies and procedures.
Provide information and advice to customers in the most appropriate format to meet their needs; over the telephone, electronically, by post and in person.
Principal Accountabilities and Responsibilities
Answer enquiries promptly and courteously utilising databases as appropriate to the satisfaction of the enquirer, and where possible, delivering first call resolution of issues to the public.
Input data accurately into appropriate databases to log enquiries and update
information.
Act on behalf of customers to ensure that customer requests are progressed and that service delivery standards are met.
Screen callers and connect them to members of staff as required, ensuring access to staff makes effective use of their time.
Receive and process cash and other payments.
Actively promote the Council by informing customers of other services that may be relevant or of interest to them.
Assist in ensuring that information provided by Directorates for use in the delivery of services is updated as necessary.
Undertake reception duties if required, directing customers as appropriate, to ensure that waiting time is minimised and ensure that public areas are kept tidy, presentable and safe.
Organise telephone and/ or video link facilities and arrange meetings for members of the public to have contact with Members, other agencies and Officers.
Report issues to the shift leader to ensure an efficient service.
Resources/Equipment/Material
Workstation PC to include several web based systems / applications and service process documentation to answer customer enquires.
Supervision/Management of People
N/A
Knowledge, Skills, Training and Experience
Excellent customer service skills.
A good confident communicator with clear speech for dealing with the general public in person and by telephone.
A minimum of 2 years experience in:
a) Dealing with multiple complex transactions from the general public
b) Delivery of services using computer systems
Computer literate, experience of using email and internet applications and
good keyboard skills.
Able to effectively search for answers and provide information pertinent to a
citizen’s enquiry.
Able to deal with difficult situations in a calm and effective manner and work under pressure.
Self reliant and able to work as part of a team with a flexible approach to changing patterns of work.
Special Working Conditions
N/A
Employment Checks/ Specific Requirements
N/A
Vision/Context
Calls may relate to any aspect of the Council's service in which case the operators will endeavour to answer queries immediately using the relevant database. If this is not possible the call will be logged for later response by a specialist. However it will be necessary to connect some callers with specialist officers as the query is so detailed that direct contact is the best way of getting an answer. Equally some calls will need to be connected to Council officers and members in the traditional way entailed by a central switchboard.