Customer Advisor Customer Contact
2 weeks ago
Job title:
Customer Advisor Customer Contact
Directorate:
Corporate Support
Service:
Customer Contact and Registration
Closing date:
11/05/2023 10:00
Job type/Hours:
Temporary year | 17.5 Hour
Salary:
£10,579 - £11,376 a year
Pay Scale:
GS4
Location(s):
See Job Advertisement
Location - **Pwllheli, Caernarfon, Dolgellau or Penrhyndeudraeth.**
Gwynedd Council offers an attractive employment package, for more information please click on this Information Pack
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.
For further information about this post please contact Kayleigh Ellis on 01766 771000 neu Charlotte Elyse Williams ar 01766 771000
Interviews will be held 17/05/2023
Application forms and further details available from, Support Service, Gwynedd Council, Council Offices, Caernarfon, LL55 1SH
Tel: 01286 679076
CLOSING DATE: 10.00 AM, THURSDAY, 11/05/2023
**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**:
**Essential**:
**Listening and Speaking - Higher Level**:
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.Able to give a pre-prepared presentation and respond to any comments and questions on it in Welsh or English.
**Reading and Understanding - Higher Level**:
Able to understand standard written Welsh and English; both formal and informal.Able to gather information from various sources such as letters, reports, articles through the medium of Welsh and English in order to fulfil the post.
**Writing - Foundation Level**:
**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.
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