Customer Service Officer

2 weeks ago

Merthyr Tydfil, United Kingdom job switch ltd Full time

**JOB PURPOSE**
Promoting and supporting the digital service availability and offering appropriate advice.

Providing a first point of contact for all Council wide services to the public and other customers of Merthyr Tydfil County Borough Council.

Dealing with enquiries at Reception through the provision of information, advice, signposting and referral where necessary for further assessment, across a range of communication channels, face to face and electronic / digital.

Deliver customer service through supporting compliance of the Welsh Language Standards.

**MAIN TASKS PERFORMED**

1. To ensure that the highest levels of customer services, as defined by Merthyr Tydfil CBC, are maintained in all dealings with customers.

2. To be a visible representative of the Council.

3. Promoting and supporting the digital service availability and offering appropriate advice to enable customers to become self-reliant.

4. To ensure that, whenever appropriate customers are directed to the online services or transferred to other departments or agencies in accordance with agreed procedures.

5. Actively contribute to the channel shift (moving customers from face to face and telephone contact to electronic and web based services) as part of the Customer Change Programme.

6. Use the Council website, Intranet and other software provided to maximise these objectives.

8. To be aware of relevant policies, procedures and legislation necessary to effectively carry out the duties of the post.

9. To ensure that the maximum number of enquiries and requests for service across all directorates are provided at first point of contact. Actively supporting the public on a one to one basis whenever appropriate including assisting with use of web based systems, and provide a meet and greet service in the reception area to actively manage service demand.

10. To accurately record details of all transactions with customers on the appropriate software.

Essential:

- 3 GCSEs or equivalent - minimum requirements for Local Authority posts.

Desirable:

- Possess or working towards an NVQ in Customer Services or experience in a related field.

Essential:

- Good ICT skills
- Knowledge and previous experience of using a Document Management system

Desirable:

- The ability to speak and write in Welsh is desirable for all staff in the Contact Centre.

Essential:

- Experience in working in a challenging environment.
- Experience of working in a Customer services related field.

OR2016

**Job Types**: Part-time, Temp to perm

Pay: £12.00-£13.00 per hour

Schedule:

- Day shift

**Experience**:

- Customer service: 3 years (required)
- call centre: 2 years (required)

Work Location: In person

Reference ID: OR2016

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