Customer Services Assistant - Bromsgrove District Council

Bromsgrove District Council - Customer Services Support Assistant

Location: Wyre Forest House, Finepoint Way, Kidderminster DY11 7WF

Contract: Initial contract to 30th April 2021 with possible further extension.

Hours: Full Time – Monday to Friday – 9:00am to 5:30pm (37 Hours a Week)

Payrate: £8.72 an Hour

Description:

Duty officer, dealing with incoming phone calls and emails as first point of contact for the service and assisting with 'Lost to Follow up' calls in contacting individuals where contact tracing is required. 

Some weekend work will be required.

Job Purpose:

To work as part of a duty team to deliver a high standard of first point of contact services to customers wishing to access services delivered by WRS.

To identify the specific issue of the customer and resolve issues that are within the post holder’s skills and knowledge set or, where this is not the case, refer the specific issue to the relevant team for action.

To deal with incoming demand via a number of access channels including telephone, email and internet.

To represent WRS and our partner organisations ensuring a good standard of customer service at all times.

Main Duties and Responsibilities:

Ensure that service delivery meets the relevant purposes of Worcestershire Regulatory Services.

Act as the first point of contact for telephone, email and internet enquiries on behalf of Worcestershire Regulatory Services and any related partnership service as appropriate.

Provide information, advice and services to customers on behalf of Worcestershire Regulatory Services, its partners and other local/national agencies as necessary.

To take responsibility for resolving queries within their competences using knowledge to influence and persuade customers on the right course of action and completing appropriate arising actions on behalf of the customer,

progressing and chasing when required, issues passed through to relevant teams.

Refer customers where appropriate, to specialist staff, including arranging interviews where desirable and identifying vulnerable customers where referral may be helpful. This includes consulting with external agencies.

Ensure that a full accurate electronic record of all customer interactions is recorded.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email nanayawk@4recruitmentservices.com