Specific Role Profile

This Specific Role Profile sheet covers specific areas of activities that are not included in the Generic Role Profile. It will include responsibilities, knowledge, skills, delivery and working arrangements relevant to this role. Please ensure that this is read and in conjunction with the given family role for the post.

Profile Owner: Dean Sweet, Head of Shared Services

POLICE STAFF

ROLE SPECIFIC INFORMATION
Job Title: / Enabling Services One Stop Shop Customer Service Agent (Shared Services)
Generic Role Profile: / Business Support
Salary Band: / Band C Lower
Operational / Non Operational Role / Non Operational
Reporting to: / Enabling Services One Stop Shop Team Leader
Specific Role Purpose: / Delivery Excellence - the provision of high quality, effective & efficient services.
  1. Provision of a first class, internal & external, multi-channel, customer focused one stop shop for all BAU service requests within Enabling Services (including face to face, telephone, email, web chat, self-service and postal channels).
  2. Provision of an effective outbound contact service in support of other services from within Enabling Services and organisational initiatives.
  3. Ensuring the customer experience is at the center of the service delivered and that all services are delivered right first time, on time and in the simplest way. Resolving where possible all service requests at first point of contact.
  4. Having visibility for all service requests that are logged and assigned to other delivery teams, ensuring that these are completed within the agreed timescales as set out in the service level agreement.
  5. Actively promote the use of self service and new ways of working to customers.
  6. To demonstrate a working knowledge across all areas of Enabling Services (service catalogue, policies, processes, systems, service level agreements and performance targets).
  7. Actively participate in the development of the one stop shop and Enabling Services as a whole.
  8. Deputise for the One Stop ShopTeam Leaders as and when required.

Specific Role Responsibilities: / Delivery Excellence - the provision of high quality, effective & efficient services.
  1. Provision of a first class, internal & external, multi-channel, customer focused one stop shop for all BAU service requests within Enabling Services (including face to face, telephone, email, web chat, self-service and postal channels).
  2. Provision of an effective outbound contact service in support of other services from within Enabling Services and organisational initiatives.
  3. To work as part of a collaborative goal orientated team focused on achieving outcomes for customers – both in the one stop shop and as one wider Enabling Services team. Ensuring the customer experience is at the center of the service delivered and that all services are delivered right first time, on time and in the simplest way. Resolving where possible all service requests at first point of contact.
  4. Capturing and clearly recording each service request. Ensuring that if the request is to be passed to the back office that all the relevant information is attached, accurately recorded and checked to enable other delivery teams to process the request without recourse back to the customer.
  5. Having visibility for all service requests that are logged and assigned to other delivery teams ensuring that these are completed within the agreed timescales as set out in the service level agreement.
  6. Actively promote the use of self service and new ways of working to customers.
  7. Demonstrate a working knowledge across all areas of Enabling Services (Enabling Services service catalogue, policies, processes, systems, service level agreements and performance targets). Be inquisitive and quickly fill gaps in knowledge.
  8. Contribute to the development and maintenance of the Enabling Services knowledge repository, which contains for each service specified in the Enabling Services Service catalogue the associated policies, processes, forms, FAQ’s, SLA and lead contacts.
  9. Actively participate in the training of others.
  10. Actively participate in meetings and make a valued contribution.
  11. Actively participate in the development of the one stop shop and Enabling Services as a whole.
  12. Deputise for the Enabling Services One Stop Shop Team Leaders as and when required.
The post holder must also undertake other duties within his/her competenceor otherwise appropriate to the grading of the post as required.
This job description sets out a summary of the key features of the role. It is not intended to be exhaustive and will be reviewed periodically to ensure it remains appropriate for the role.
The areas for which the post holder is responsible will be kept under review and may change over time in response to emerging priorities and organisational development.
SPECIFIC COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE
Knowledge & Experience
Essential: /
  1. Experience of working in a customer service delivery environment.
  2. Experience of effectively dealing with customers at all levels via the telephone, face to face and email.
  3. Excellent knowledge of what excellent service delivery looks and feels like.
  4. Experience of developing strong working relationships with a wide range of stakeholders.
  5. Experience of generating ideas and implementing them to improve the customer experience.
  6. Working knowledge of the Enabling Services service catalogue (i.e. the services we provide) and the associated policies, procedures, systems, service level agreements and performance targets.

Desirable: /
  1. Experience of working in a progressive fast paced customer service environment using the latest ways of working and communicating with customers (for example self-service, web chat).

Skills
Essential: /
  1. Clear communicatorwith highly developedcommunications skills both verbal and written. Acts in a collaborative way that engages with people at all levels to understand their requirements and effectively respond.
  2. Ability to manage difficult customer situations.
  3. Possess a high degree of accuracy and attention to detail.
  4. Goal orientated, achieves outcomes for customers – is customer and outcome focussed.
  5. Able to work effectively as part of a team.
  6. Highly motivated & resourceful.
  7. Good listening and problem solving skills.
  8. Inquisitive, flexible and adaptable. Able to learn new processes and systems quickly and effectively.
  9. Ability to generate solid ideas for improving service delivery.
  10. Able to prioritise own work and deliver results in a highly pressured environment.
  11. IT literate, including the effective use of MS Office and core systems.

Desirable: / None identified.
Hours of Work and Flexibility (including vetting level): / Working outside of standard office hours may be required. There is a requirement to work flexibly at all times with due regard to prevailing workloads and priorities.
There may be a requirement at times to travel to other locations within the Force area.
Restriction Level: / None

Date: 16/05/2016

Version: 2.0