The purpose of this role is to ensure that all enquiries made to the 24 Hour-Emergency Response Team, are handled appropriately and effectively, with first class customer care. The post holder will demonstrate excellent communication skills, work to a high level of accuracy and have a strong customer service ethos. There is a requirement to work flexible hours in a shift pattern as the service operates 24 hours, 7 days per week.
As a minimum to be able to demonstrate skills and experience in:
- Working under pressure in a busy environment whilst delivering a high standard of customer service.
- Working in a relevant customer facing role.
- Consistently meeting service targets
- Using IT systems and standard ICT packages, such as the Microsoft Office suite of software.
- Handling difficult / emergency situations.
- Answer incoming contact (calls, web, emails etc.) handling all enquiries appropriately, recognising vulnerability and taking any necessary steps to ensure the well-being of the customer.
- Give appropriate advice in accordance with organisational standards, procedures and legislative requirements.
- Provide effective support to a diverse customer base using a calm and sensitive approach.
- Identify emergency situations and take appropriate actions.
- Seek and provide first time resolution for all calls whenever possible.
- Engage with customers in a friendly and professional manner to deliver the highest standards of customer care.
- Accurately record data on a variety of IT systems and prioritise requests according to set processes.
- Identify opportunities to improve the customer experience, including cross servicing options where customers would benefit from other council services.
- Proactively raise any issues and collaborate across the team to devise improvements and refinements to the service
- Align with corporate objectives, standards and behaviours.
