Customer Service Representative
2 weeks ago
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Services Advisor. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, ensuring their queries are resolved efficiently and effectively.
Key Responsibilities:- Deliver outstanding customer service, ensuring the highest standards are met in all interactions, whether in-person, online, or over the phone.
- Promote and support the use of digital services, guiding customers to become more self-reliant through online platforms.
- Provide accurate information, advice, and signposting across a wide range of council services and policies.
- Contribute to the channel shift, helping customers move from face-to-face or telephone contact to web-based and electronic services, supporting our digital strategy.
- Respond to customer enquiries, assisting with booking appointments, accessing services, or directing them to the relevant department.
- Act as a customer advocate, managing expectations and resolving conflicts by ensuring council services are delivered in line with agreed timescales.
- Handle cash and card transactions with accuracy and efficiency.
- Work collaboratively with colleagues to ensure customer satisfaction, providing a seamless experience for all service users.
- Participate in training sessions to stay updated on council services, digital tools, and health and safety protocols.
- Essential: 3 GCSEs or equivalent (minimum requirement for Local Authority posts).
- Desirable: NVQ in Customer Services or related experience.
- Skills & Experience:
- Essential: Good ICT skills and experience in a customer service-related environment.
- Desirable: Knowledge of the Welsh Language Standards and the ability to speak and write in Welsh is highly desirable.
- Personal Attributes:
- Strong verbal and written communication skills.
- Excellent mediation and conflict resolution abilities.
- Proactive and able to work on your own initiative.
- Flexible and adaptable to meet the needs of the service and the team.
This role offers the opportunity to work in a supportive environment, contributing to the efficient delivery of essential council services. You will gain valuable experience in customer service, with the flexibility to work across digital and face-to-face channels. If you're looking for a role that allows you to make a difference in your community, we encourage you to apply.
We are an equal opportunities employer and welcome applications from all qualified candidates. If you are passionate about delivering exceptional customer service and have the skills and experience required for this role, please apply through our agency, as we are managing recruitment on behalf of our client.
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