18 Jan 2017
Customer Service Officer (Library)
NOTE: This job listing has expired and may no longer be relevant!
1. PURPOSE OF YOUR JOB
To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, payments and complaints are resolved at the first point of contact.
2. PRINCIPAL ACCOUNTABILITIES PERCENTAGE
1. To assess and resolve enquiries, requests and complaints, primarily on the telephone, but also by other electronic access channels, to ensure that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required.
2. To use sound judgement and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
3. To receive and process payment made to the Council, resolve queries within agreed processes. to ensure that the Council receives the benefit of revenues collected at the earliest opportunity.
4. Provide a comprehensive information service to the public, advising on services available from, and the policies and procedures of, the district Council, and the County Council and other agencies which will resolve or inform the needs of the customer.
5. Maintain electronic and written databases of letters and forms received, information given, services requested and complaints made, to ensure accuracy of information and efficiency when dealing with customers.
6. To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the Team Leader for service improvements.
7. To participate in the induction and training of new customer services advisors to ensure a high level of up to date knowledge is maintained.
8. To undertake general administrative duties in the Customer Information and Advice Service, including opening and sending mail, leaflets, faxes etc using the photocopier and enveloping machine, taking electronic copies as necessary, to ensure the smooth flow of work within the Customer Service Centre.
9. To undertake any other duties as required commensurate with the grading of the post.
5. JOB CONTEXT
a. The Customer Service Centre will provide greater accessibility, through different mediums, for local people by promoting the culture and style necessary to achieve efficient, friendly and flexible delivery of Council services.
b. The Customer Service Centre will act as a front line customer service for the majority of Council services, as such close co-operation will be needed with back-office Service Areas to ensure up to date information is given.
c. As part of the Customer Access Strategy the Customer Service Centre will enable Council Services to be offered over extended opening hours.
6. SCOPE FOR IMPACT
a. This role will be key in achieving the Council’s corporate target to resolve the majority of enquiries at first point of contact whether by telephone, electronic, or in writing and to meet the Government’s e-government targets.
b. To actively represent the customer throughout the organisation ensuring continuous improvement by highlighting any unusual events or trends and feeding back information to other members of the team and to Team Leaders.
c. The Customer Service Centre team as the front face of the Council will directly influence the public perception of the effectiveness and efficiency of the Council.
The assessment of both internal and external customer needs and the efficient and effective resolution of these needs in a busy and sometimes pressured or emotional environment will be one of the key challenges of this role. Extensive personal knowledge gained from training, day to day contacts, accessing databases and integrated back office systems will be critical to the success of the team.
The introduction of new technology to support and enhance service will be key to improving the standards of customer service offered by the Council. The challenge of keeping abreast of new operating systems, databases and back office expectations will be key to the success of this role.
8. KNOWLEDGE AND EXPERIENCE
a. GNVQ/NVQ Level 2 qualification or equivalent; or
4 GCSE/O level passes A-C or equivalent, including English and Maths; or
at least 5 years demonstrable work experience
b. At least two years experience in a service orientated environment, ideally with cash/credit handling element and telephone or contact centre component
c. Quick and accurate keyboard skills and experience of using data bases
d. Commitment to equal opportunities and anti-discriminatory practices
e. Ability to remain calm when dealing with emotional, difficult or distressed people
f. Ability to work on own initiative and as part of a team
g. Understanding of the needs for confidentiality and compliance with service regimes
h. The high public profile of the post requires a high level of professionalism, courtesy, tact and diplomacy