Technical Customer Support Coordinator

**Job Title: Technical Customer Support Coordinator**
- Applicants will be required to complete our Application Form, CV's will not be accepted. _

**Strategic Team: Business, Commercial and Support Services**

**Service: Business, Commercial and Support Services**

**Business Unit: SWISCo Limited**

**Responsible To: _(day to day issues)_ Customer Services Manager**

**Accountable To: _(line manager) _ Customer Services Manager**

**Salary Grade: _(Spinal column points only) _Grade E SCP 7 - 11**

**JE Ref: SWIS073**

**1. Key Purpose of Job**

1.1. To provide an effective and efficient technical support service for SWISCo’s customers and the residents and visitors of Torbay.

1.2. To offer technical advice and support stakeholders, such as residents, customers and visitors adapt and adhere to service changes which will improve environmental quality.

1.3. To support residents, customers and visitors with their service needs and quality.

1.4. To ensure the sustainable delivery of an effective, efficient, and compliant service, in line with all relevant legislation, statutory obligations and SWISCo policy/procedure.

1.5. To ensure the smooth flow of work and payments through the sections and help maintain efficient systems to monitor the service’s performance.

**2. Anticipated Outcomes of Post**

2.1. That SWISCo provides an effective technical support service which is customer focused.

2.2. Customers, residents and visitors of Torbay have a positive interaction and are confident that the information and advice provided is correct and meets their needs.

2.3. That SWISCo provides a customer focused communications and engagement programme across all medias.

2.4. An efficient and effective work processing and invoicing section maintaining a constant work and cash flow through the system, helping coordinate management and workforce aims and targets.

2.5. The service remains legally compliant within relevant legislation.

2.6. One team one goal.

**3. List Key Duties and accountabilities of the post**

3.1. Work closely with SWISCo and Torbay Council officers, partners and stakeholders, to promote and imbed a customer focused service in relation to Waste & Recycling,
Highways, Street Scene, Parks & Grounds Maintenance and Green Infrastructure

3.2. Engage face to face, on the telephone and/or digitally with customers, residents and visitors in various situations to promote, explain and respond to queries in relation to any of the service areas, for example recycling, waste reduction, service changes, road closures, street works and street scene as well as any campaigns SWISCo are involved in.

3.3. Use business management systems to record contacts and generate any necessary work tasks

3.4. Maintain records and information, including updating of information databases.
Accurately capture customer information.

3.5. Where required, to attend road shows, community events, support school engagement activities and assist with other promotional activities in public areas to engage with customers to communicate and explain and promote current SWISCo campaigns, such as recycling. Set up equipment and materials for customer engagement events.

Equipment may include banners, posters, sample containers, promotional goods etc.

3.6. Identify the needs of the customer, resident or visitor and supply an appropriate information and/or advice, dependent upon the desired outcome. May also include having to locate and retrieve customer / residential data to provide additional information and/or context to enable a successful outcome.

3.7. Work within the performance management framework, including working to individual and team targets.

3.8. Deal with enquiries from the public, other persons and organisations; giving general advice and information. It is expected the post holder will develop a good working knowledge of the functions of all service areas and be able to deal with enquiries and questions relating to the services in an efficient and positive manner.

3.9. Refer enquiries to service areas at an agreed level of complexity.

3.10. Assist where required in the review of services, such as collection methods at customer and residential properties, and feedback as directed for consideration as part of a service re-design project.

3.11. To ensure that Data Protection legislation and Customer Confidentiality is adhered to at all times.

3.12. To ensure that any requests made in accordance with the Freedom of Information Act are identified and responded to in line with SWISCo policy.

3.13. Work as part of a team to ensure continuity of service delivery throughout the day

3.14. To support team working through contributing to training and development activities and participate in training when required. This may include attending courses, workshops etc. and working in other areas of SWISCo and/or partner organisations as required.

3.15. Accurately capture data relating to service provision, such as for example