Welsh Language Customer Service Specialist
2 months ago
About the Role:
This is a Welsh Essential speaking post at Powys County Council.
We would consider this role as a job share for the right candidates.
Key Responsibilities:
- To deal courteously, efficiently and sensitively with all customers, face to face at Reception, or over the telephone in the contact Centre or at receptions bases; ensuring that all enquiries are correctly identified and that they are, so far as possible, resolved effectively at the first point of contact, by taking ownership of the enquiry / problem through to a resolution point in accordance with service delivery agreements with relevant departments.
- To communicate (both verbally and written) with a wide range of customers and staff in an understanding, clear and concise manner. To meet the needs of customers where possible and if not give a clear explanation.
- To demonstrate clear commitment to the team approach, providing support to colleagues, demonstrating respect for their views and concerns.
- To manage communication with all customers in an efficient, sensitive, and welcoming manner, defusing difficult situations should they arise, and only escalating to others where appropriate.
- To have a passion for excellent Customer Service.
What You Will Do:
- Provide response or re-direction, in a timely and courteous way, to a wide range of queries within the customer service environment by telephone or face to face.
- Work collaboratively with council colleagues to exchange information, improve customer service delivery and proactively develop your own awareness of wider information and services relating to the Council and the local area.
- To be an ambassador for Customer Services, and Powys County Council, by assisting communications and/or liaison with staff in service departments, senior management, Local Members, members of the public and other agencies.
- To develop and maintain a thorough and up-to-date working knowledge of Council services and the procedures, guidance and legislation that affects their service area(s).
- To support the Customer Service's Team, by working collaboratively with council colleagues, to improve customer service delivery and proactively develop your own awareness of wider information and services, relating to the Council and the local area.
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