Customer Services Information Guide

3 months ago


Swindon, United Kingdom Swindon Borough Council Full time

At Swindon Borough Council, we want our town to be the best it can be. Our ambitious vision is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for - the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.

We are offering an exciting opportunity for a Customer Services Information Guide to join our modernised Customer Service Team. As a Customer Services professional, you'll excel in assisting customers by processing and resolving issues.

**Your next role**

Support the residents of Swindon to access the many services provided by the council. To deliver an evolving support service whereby we encourage and support customer to access information online; adopting a digital first approach.

Understanding the customers’ needs and signposting to relevant support services either inside or outside of the Council. Giving information on Council Services where it’s not available, escalating queries and requests for work to the relevant service area.

Key responsibilities include:

- To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer’s needs.
- Once the customers’ needs are understood, give them the support and confidence to self-serve to answer their own query or by using Council equipment with a view to using their own where possible in the future.
- Where the customer is unable to self-serve even with your support, you will provide a clear and concise response to enquiries and ensure all information given is correct and accurate in response to the customer enquiry.
- Participate in the training, development and digital skills to help your team deliver the excellence our customers expect.
- Looking and suggesting ways for continuous Improvements
- To refer unresolved actions to the Senior, Team Leader, or other areas.
- To adhere to the Data Protection Act.

Must haves**:

- Enthusiasm, proactivity and positivity.
- Previous customer services experience, preferably in a contact center environment
- Exemplary customer service skills
- Role mode positive behaviors
- Excellent listening skills
- Ability to communicate effectively in a team
- Ability to work in a fast-paced environment
- Ability to multi task
- Good keyboard skills and the ability to work under own initiative within a pressured team-based environment.

**Your next package**

Please see our Rewards and Benefits offer for more details.

As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.

For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon by 2030 together. And you’ll be proud to say it was made better with you.

**Your next steps**

Please note previous applicants need not apply.



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