General Overview:To work as part of a multi-functional integrated team, making and receiving enquiries by telephone, e-mail and other contact methods, primarily based at our Contact Centre in Winsford, Cheshire. Taking appropriate action to provide an efficient and effective customer experience and act as an intermediary between the customer and service areas.
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Impact:A modern Company requires a modern approach in the way we serve our customers and we are constantly looking for the brightest talent to help make a positive difference. 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. We are looking for individuals who will buy in to our ethos of working hard, in a safe and caring environment, whilst becoming part of a friendly team that is focused on proving fantastic service and proving added value to the local community. |
Complexity: · To provide information, advice and services to residents on behalf of ours and the Council. · 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. · To provide information, advice on services of the council, external agencies and organisations. · To take responsibility for resolving queries or completing action arising from customer enquiries to act as an advocate on behalf of the customer. · To work as part of the Customer Services Team to provide a cohesive service to the customer Other requirements:
Notwithstanding the detail in this job description, in accordance with the Company's Flexibility Policy the job holder will undertake such work as may be determined by the Director/Contact Centre Manager from time to time, up to or at a level consistent with the principal responsibilities of the job and in any location within the Council area. |
Qualifications or Required Experience: Qualifications: · Essential: Functional Maths and English, Confident Microsoft Office user
Required Experience: · Excellent communication skills with the ability to effectively engage with customers and colleagues · A great combination of empathy and resilience · Experience of working in a fast paced Contact Centre with the experience of multi-channel contacts · Excellent attention to detail · Excellent time management · A desire to provide a fantastic service to our residents |
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