Customer Service - #JBD06974
|Contact person:||Robert Creer|
£13 - 14.00 per hour
Temporary - 3-6 month booking - full time 37.50 hours per week - hybrid working option
To greet, direct and assist customers using appropriate language and tone to identify the customer query and supply a limited range of options such as signposting to the Councils website or other organisations, or simple advice.
To provide information to customers, ensuring customers receive efficient, effective and friendly service at first point of contact in line with corporate targets and best practice, escalating queries to colleagues as required.
To communicate with the customer, paying particular attention to vulnerable customers, to fully understand the enquiry and help them to resolve the problem where possible.
To escalate any concerns (i.e. safeguarding matters) to their team leader.
Respond promptly and effectively to all customer enquiries in line with customer channel service levels and performance targets and to provide your name as a point of contact, where necessary.
To be a reception floor walker assisting customers visiting Waverley Borough Council reception areas to register as a visitor, guide customers to log queries or help them to undertake self service.
To encourage customers to use digital communications (such as the customer self service portal, online forms) and to assist customers to self-serve where possible.
To keep the reception area tidy and attractive, ensuring equipment in reception is in working order.
To take bookings for the interview rooms,
To operate the car park barrier, deciding whether visitors are entitled to use the parking bays as per Council policy, and issuing ID badges for all visitors to Waverley.
To sign for and receive parcels, documents and tenders.
To follow the agreed process/ workflow for individual customer enquiries, including administration and customer notifications to resolve the activity.
To accurately identify the correct customer record and capture customer information on the relevant IT system, being mindful of confidentiality and customer choice.
Maintain appropriate records and databases and ensure documents are filed on the relevant computer systems. To test relevant software systems and provide feedback on usability and accuracy.