Reference number - 2671/3345
Location - City Helpdesk
Salary - Band 5 (£19,619 - £21,256 p.a.)
- 2 x Full time permanent posts - 37 hours per week Monday - Friday (job shares welcome)
- 1 x Part time permanent post - 18.5 hours to be worked Monday 9:30 - 2:30, Tuesday Thursday & Friday 9:30 - 2:00.
Please state on your application which position you wish to be considered for.
Closing date - Midnight on Sunday 3rd November 2019
Assessments and interviews will be held on the 25th & 26th of November 2019
The Helpdesk deal with over 300,000 contacts a year across our 3 main channels: face to face,telephone, including switchboard and email/Eforms.We are the first point of contact for a vast majority of the council's services. This covers a broadspectrum including; Admissions, Pest control, Highways, School Transport, Elections, Leisure activities, Planning and many more services.
Your new role
You will be dealing with customer enquiries into the council via the phone, face to face and via email. You will be skilled in all service areas in the Helpdesk via the phone to enable you to transfer these skills into the face to face environment.
As a fully skilled officer your knowledge will be used to assist and mentor other officers. This role is about using the skills to develop colleagues and promote and push the way forward. You will be able to own and resolve issues, in some circumstances your responsibility is to locate the relevant contact for the customer, or follow an established procedure and ensure a clean hand over.
Above all you will be part of leading the delivery of customer service excellence and contact throughout the Council, promoting channel shift while still providing a quality service for those who do not want to or are unable to make the move to digital.
What you need to succeed?
The successful candidate will have a passion for quality customer service and delivery that is clear and accurate with an understanding of what good customer service means.
You will need experience of working in a customer service role and must be confident meeting customers face to face, speaking on the phone and conversing via email with the ability to engage with difficult people and challenging situations.
If you're a team player who can use your initiative to solve problems we want to hear from you!