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Client Support Specialist
3 months ago
Contract Duration: 45 months with a Local Authority in Southwest England.
Position Overview:
The Customer Services department serves as the primary point of contact for individuals seeking assistance with various services offered by Somerset Council.
This dynamic and fulfilling role primarily involves managing a high volume of customer inquiries through telephonic communication, addressing a wide array of council services such as Elections, Waste Management, Council Tax, Housing, Parking, Children's Services, Education, Adult Social Care, and more.
You will be responsible for providing information and support to customers and the public, predominantly via phone, while also engaging in face-to-face, email, and digital interactions as needed.
Key Responsibilities:
1. Respond to inquiries from all Somerset Council Services, including sensitive calls related to safeguarding for both adults and children, ensuring relevant details are collected and forwarded to the appropriate team.
2. Assess the needs of each caller through active listening and effective questioning, utilizing scripts when necessary to deliver accurate information and support.
3. Navigate and interpret online resources and documentation, striving to resolve inquiries at the first point of contact whenever possible.
4. Employ formal procedures and personal judgment to determine if an inquiry requires escalation to a specialist within Somerset Council Services.
5. Accurately document all customer interactions and service requests in the designated systems, enabling management to monitor performance metrics.
6. Maintain awareness of call volumes and manage personal availability using the telephony system to optimize both individual and team performance.
7. Review information on systems and websites to identify inaccuracies and suggest improvements for enhanced efficiency.
8. Provide feedback through the electronic feedback process and engage in regular discussions with management to relay team insights.
9. Stay informed about changes to Somerset Council Services, including consultations that may prompt public inquiries.
10. Collaborate with service staff to address discrepancies in information available on council websites, compiling data and feedback for service areas.
11. Handle all inquiries in accordance with council policies and procedures, including Equalities and Diversity standards and relevant legislation.
12. Adhere to internal customer contact protocols, taking on additional responsibilities as a subject matter expert or operational lead for specific service areas.
13. Mentor colleagues on complex issues and inquiries, ensuring best practices are followed.
14. Review process changes and provide training or guidance to colleagues to maintain consistent customer support.
15. Lead initiatives to enhance website content and facilitate feedback collection in collaboration with operational staff.
16. Advocate for the transition to more cost-effective access channels, including digital services, identifying opportunities for improvement.
Essential Skills and Experience:
- Exceptional customer service abilities, characterized by empathy, understanding, and active listening.
- Strong communication skills, particularly over the phone, with a professional demeanor.
- Resilience and confidence in managing high-volume, sensitive interactions.
- Proficient computer skills, with a willingness to learn new systems and technologies.
- A positive, calm approach to problem-solving and a commitment to professional standards, particularly regarding confidentiality.
- Previous experience is advantageous but not mandatory; personal or professional familiarity with relevant services is beneficial.
Additional Information:
This position offers hybrid working arrangements, requiring two days per week in the office after training, with flexibility for remote work on other days.
It is a full-time role (37 hours per week, Monday to Friday), with working hours aligned to customer contact availability.
Closing date for applications is not specified.
