Rugby Borough Council is one of fastest growing boroughs in the country, with ambitious plans to build on our track record of delivering growth and investment, while supporting our communities and creating opportunities for all.
We have an exciting opportunity within our Customer Service Team for a Customer Service Advisor (CRM Support) who will play a significant role in championing the use of new processes and innovations to ensure our customers have an excellent experience throughout their journey with Rugby Borough Council.
About the Role
Working as part of a team of Customer Service Advisors, you will be responding to requests for information about a range of local and County Council services, helping customers to access and pay for services via the telephone emails and face to face. You will require a mind-set that is focused on delivering consistently good customer care.
Using your own skills, knowledge, and experience, you will assist with the on-going development of data capture methods which facilitate management reporting on areas such as value and customer satisfaction.
Your role will be to create and maintain detailed process flow charts relating to the services delivered, sometimes in collaboration with Business Analysts and Data Analysts and to collaborate with the Customer Service Manager and other colleagues to identify Performance Indicators which provide relevant and accurate process information for performance improvement.
To achieve this, you will need to be capable of developing your knowledge of all services provided by the council and will need to have a mind-set that is focused on delivering consistently good customer care.
The ideal candidate for the role will be able to demonstrate the following skills, knowledge, and experience:
- Experience of dealing with customers both on the telephone and face to face and dealing with requests for information.
- Experience of reviewing a customer journey, identifying improvements, and guiding solutions.
- Previous experience of developing and maintaining Digital eXPerience Platform (DXP) processes and supporting documentation
- Be able to work on own initiative and have an interest in working with data to achieve identified improvements.
For an informal discussion about this role, please email our Customer Services Team Leader(s) as follows: email@example.com or firstname.lastname@example.org and leave your contact information including a telephone number and they will get back to you