Thepostholderisrequiredtoworkaspartofateamprovidingthefirstpointofcontactoverthetelephone,webchat,email,whitemailandfacetofaceforallSomersetCouncilServices. Contactwillbefromthepublic,serviceusersandotherinternalandexternalprofessionalsandorganisations. Thepostholderwillliaisewithandprovidefeedbacktoserviceareasandmanagementwithsuggestionsforimprovementanddevelopment.Aspartofarota,thepostholderwillberequiredtoundertakethedutiesbelowwithintheContactCentreandCustomerServicePoint. ThesuccessfulpostholdercanworkfromtheYeovilofficeorSheptonMalletoffice(theirchoice)andwillfocusonsupportingcustomercontactrelatingtoCouncilTax AspartoftheCustomerContactteamdealwithtelephone,webchat,andemailto: RespondtoallcontactsfromanySomersetCouncilService.MayreceivecallsincludingsafeguardingfromAdultsandChildrensandwillberequiredtotakerelevantdetailsandpassontoacolleaguewithintheCustomerContactteam. Assesstheneedsofeachcontactthroughactivelistening,questioningandsomescriptstoprovidethenecessaryinformation,guidance,supportorservices.Interrogateandinterpretonlineinformation,guidancedocumentsandtheuseofotherlineofbusinesssystems.Whereverpossibleallinteractionswillberesolvedatthefirstpointofcontact.UsebothformalproceduresandtheirownjudgementtoidentifyiftheenquiryrequiresfurtherconsultationorroutingtoaspecialistwithinaSomersetCouncilService. Recordintheappropriatesystemallcustomerdataandservicerequirementsandwhererequiredwork-flowtotheappropriateindividualorteam.RecorddatatoenabletheContactCentremanagerstomonitorandtrackservice,teamandindividualperformance.MaintainanawarenessofcontactvolumesandmanagetheirownavailabilityusingthetelephonysystemtomaximisetheirperformanceandtheperformanceoftheContactCentre. Reviewinformationheldonsystemsand/orwebsitetoidentifyinaccurateinformationortohighlightareasofimprovementandefficiencyforsystemuseandprocesses.FollowtheelectronicfeedbackprocesstoreportthisinformationaswellasmeetingregularlywithManagerstoprovidefeedbackonbehalfoftheteam. KeepuptodatewithanychangestoSomersetCouncilServicesincludingconsultationswhichmayresultincontactfrommembersofthepublicorotherorganisations. LiaisewithstaffwithinServiceswheretherearediscrepanciesininformationavailableontheCouncilswebsites.Collatedata/feedbacktoprovidetotheserviceareas. DealwithallcontactsinlinewiththeCouncilspoliciesandprocedures,eg EqualitiesandDiversity,andrelevantlegislation,egtheDataProtectionActorFreedomofInformation.Alldatarecordedmustberelevantandaccurate.55b20050-bc17-4e5d-bfce-3c406318dffc
Job Title
Customer Service Specialist