Appendix Four
SHEFFIELD CITY COUNCIL
JOB DESCRIPTION
Informal Enquiries to Brian Curry 0114 2053533
DIRECTORATECHIEF EXECUTIVE’S
______DEPARTMENT CORPORATE RESOURCES
DIVISION/SECTIONCUSTOMER SERVICES
FIRST POINT
______
POST TITLECUSTOMER SERVICES ASSISTANT
GRADESUG 1/ 2:3
RESPONSIBLE TO FIRST POINT MANAGER
RESPONSIBLE FORNO LINE RESPONSIBILITY
HOLIDAY ANDFOR/ FROM SUG 1/ 2:3 CUSTOMER SERVICES ASSISTANTS AND SUG3 CUSTOMER SERVICE ADVISORS
SICKNESS RELIEF
______
PURPOSE OF JOBTo provide an effective and efficient reception and enquiry service to both internal and external customers.
WORKING FOR SHEFFIELD
SPECIFIC DUTIES AND RESPONSIBILITIES
KEY ROLES
Customer Service and Communications
- Give customers a positive impression of yourself, the city and SheffieldCity Council.
Establish and maintain effective relationships with internal and external customers. Communicate information to customers and respond appropriately. Adapt methods of communication to meet the needs of the customer.
- Deliver reliable customer service.
Prepare to deal with customers. Receive, direct and assist visitors. Maintain reception, public area and leaflet/display areas. Maintain and update records and information including the co-ordination of a meeting room booking system.
- Process customer service information.
Collect Customer Service information. Select, retrieve and supply customer service information.
- Support customer service improvements.
Contribute to the identification and implementation of customer service improvements, including carrying out customer satisfaction monitoring.
- Support team working.
Contribute to training and development activities for new staff members, including participating in observed activities to facilitate the transfer of knowledge and expertise.
Information Communications Technology
- Access and maintain the use of ICT.
Enter and find data using ICT. Communicate information using a variety of communication methods e.g. telephone, fax, electronic mail.
Administration
- Store, retrieve and supply data.
Establish and maintain storage systems. Supply information for a specified purpose. Check and process routine, numerical information.
- Prepare documents.
Respond promptly to correspondence and requests for information. Prepare a variety of documents. Produce copies using reprographic equipment.
- Handle mail.
Receive, sort and dispatch mail.
- Maintain and Issue Stock items
Order, monitor and maintain stock items. Issue stock items on request. Order goods and services.
- Contribute to the arrangement of displays/events
Assist in arrangements for the provision of supporting materials for events/displays.
Personal Development
- Develop personal performance through delivering customer
Service
Develop your own knowledge and skills to improve customer service performance. Prepare and agree a plan of action to develop self. Implement and review a personal development plan. Undertake development activities.
All duties and responsibilities should be carried out in accordance with agreed Council Policy and procedures, in particular the Council policies on Equal Opportunities and Health and Safety.
Any other related duties and responsibilities as may arise.
SUG 3
All the above plus:
- Work with others to improve services for customers.
Share specialist knowledge to develop the skills of others in the team. Assist in the delivery of development activities.
- Monitor and solve service problems.
Identify repeated service problems; work with others in the team to generate options for solving them effectively and efficiently. Assist with the implementation of changes required to achieve service improvements and resolve problems. Support Team Leaders with evaluation of improvement activities.
- Develop, implement and maintain processes.
Contribute to the design, implementation and maintenance of systems and processes to meet the needs of internal and external customers and partners.
- Resolve customer service problems
Identify and interpret problems affecting customers. Select and implement the best solution to resolve customer service problems.
All duties and responsibilities should be carried out in accordance with agreed Council Policy and procedures, in particular the Council policies on Equal Opportunities and Health and Safety.
Any other related duties and responsibilities as may arise.
CRITERIA FOR PROGRESSION THROUGH THE BAR
Customer Service Assistants will be expected to:
- Produce a portfolio of evidence to demonstrate that he/ she is consistently operating at SUG 3 level.
- Competently perform the duties listed for SUG 3 for a minimum of six months
- Respond effectively and efficiently to customer enquiries of a more complex/ specialist nature.
- Demonstrate an in-depth knowledge of the service area.
- Achieve the Sheffield City Council’s Customer Service Certificate.
- Minimum 2 years in post.
Issue date: 21 January 2003
SHEFFIELD CITY COUNCIL
PERSON SPECIFICATION FOR POST: Customer Services Assistant
MINIMUM ESSENTIAL REQUIREMENTS
/METHOD OF ASSESSMENT
Experience:
Experience of working within a team to provide a high standard of customer service / Application form/ interviewAbility, Skills and Knowledge:
Ability to communicate clearly both verbally and in writing
Have well developed listening skills and the ability to assimilate information
Proven ability in capturing, storing and accurately retrieving information to meet customer needs
Ability to establish, maintain and develop effective working relationships with service users, delivery partners and colleagues
- Ability to utilise information and communications technology to access and communicate information.
Application form/ interview
Application form/ interview/assessment
Application form/ interview/assessment
Application form/ interview
Application form/ interview/assessment
Personal Style and Behaviour:
- Demonstrable commitment to providing a high quality service
- Committed to continuous improvement in service delivery
- Be flexible and work as part of a team
- Willingness to wear Corporate dress
Application form/ interview/assessment
Application form/ interview/assessment
Application form/interview
Work Related Circumstances:
- Will be required to operate a rota system to meet the needs of the service
WORKING FOR SHEFFIELD