Customer Advisor Customer Contact Temporary

3 weeks ago

Pwllheli, United Kingdom Gwynedd Council Full time

Reference:
23-25364

Job title:
Customer Advisor Customer Contact Temporary

Directorate:
Corporate Support

Service:
Customer Contact and Registration

Closing date:
13/09/2023 10:00

Job type/Hours:
Temporary (maternity) | 37 Hour

Salary:
£22,369 - £24,054 a year

Pay Scale:
GS4

Location(s):
See Job Advertisement

Gwynedd Council operates internally through the medium of Welsh, and offers all its services bilingually. The applicant will be required to reach the linguistic level noted as one of the essential skills in the Person Specification.

**The position will start on pay scale GS3, until the successful person has completed Level 1 duties in the job description. The pay scale will rise to GS4 when the post holder commences training for Level 2 duties.**

Th**is is a temporary post to cover maternity leave.**

**For more information, please contact Charlotte Williams, Customer Contacst Team Leader 01286 679654.**

**Interview date 22/09/2023**

**CLOSING DATE: 10.00 AM 13/09/2023**

**Personal attributes**:
**Essential**:
First class communication skills, both written and oral

Energy, enthusiasm, dedication and perseverance

Able to use and interpret information correctly

Able to identify requirements from a customer’s perspective

Able to generate co-operation and the trust of colleagues

The ability to be a team player, support and encourage colleagues

Has good interpersonal skills

The ability to adapt to new situations, accepting change

Shows attention to detail and commitment to quality of service

Is assertive, polite, diplomatic, respectful and sympathetic

Is flexible

Has good attendance and punctuality record

The ability to learn from experience

Has multi-tasking, time-management, prioritization skills

Presents a positive image to the customer

Has problem solving abilities

Has a sense of humour

Is smart at all times

The ability to liaise with internal and external stakeholders

**Desirable**:
**Qualifications and relevant training**:
**Essential**:
Strong educational background

**Desirable**:
Educated to a higher level.

**Relevant experience**:
**Essential**:
**Desirable**:
Experience of delivering customer care services

Experience of establishing and delivering new services

Experience of working in front-line services

Experience of providing clerical and administrative support

Experience of collecting, organising and managing information

Experience of dealing with customers enquiries

Experience of dealing with complaints, conflicts and difficult or sensitive enquiries

**Skills and specialist knowledge**:
**Essential**:
An awareness of the opportunities technology offers to improve the provision of services.

Computer literate

Numerate and literate

Able to initiate and support service improvements

Able to provide specialist information and advice in a clear and concise manner

Able to respond to situations and enquiries quickly and demonstrate flexibility

Willing to take responsibility for the quality of service provided

Able and willing to work to agreed standards

Able and willing to work alone and under pressure

Is a good listener

Able to use computer whilst talking to a customer

Has excellent keyboard skills

**Desirable**:
Able to use other relevant technologies

Has excellent administrative/organizational skills

Able to extract information from manual and computerized systems

**Language requirements**:
**Listening and Speaking - Higher**:
Able to follow a conversation or discussion through the medium of Welsh and English on a professional level and discuss general day to day topics in the field in order to present information and express opinions.

**Reading and Understanding - Higher**:
Able to understand standard written Welsh and English; both formal and informal.

**Writing - Foundation**:
**Purpose of the post**:

- Ensure that the people of Gwynedd are at the centre of everything we do.
- We are looking for an enthusiastic and proactive person to join our Customer Contact team, to provide information and advice on a broad range of Council Services to our customers, by using multi-channel support systems and ensuring that the people of Gwynedd are central to everything we do.

**Responsibility for functions**:
**Main duties**:

- LEVEL 1 dealing with general reception enquiries, switchboard enquiries and creating recycling centre appointments.
- Deal with internal and external customers, face to face (reception enquiries), over the phone (switchboard calls and creating appointments in our CRM system), electronically or through any other source that is used within our Customer Contact Centres.
- Move from one field of work to another regularly and prioritise customer enquiries promptly and accurately (e.g. dealing with phone calls and proceeding immediately to deal with a reception enquiry at the same time, or complete administrative work and proceed immediately to deal with a customer, regularly during the day).
- Provide a high quality

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