Pembrokeshire County Council

PEMBROKESHIRE COUNTY COUNCIL JOB DESCRIPTION

JOB TITLE: Contact Centre Assistant Post Ref: EG002 DEPARTMENT: Customer Contact Grade: Grade 5 DIVISION: Housing & Revenues RESPONSIBLE TO: Customer Contact Manager Job Purpose

To respond as positively and effectively as possible to all enquiries or requests for help and information made to the Contact Centre whether by telephone calls, e-mail, or in writing.

Principal Responsibilities 1. To deal with all enquiries and action requests from county council employees and members of the public in a positive, friendly and helpful manner. 2. Attend training courses as and when required 3. ‘Owning’ any customer problem, and following it up until resolved. 4. Undertake customer satisfaction surveys as and when required. 5. To participate in the collection and retrieval of data in CRM and other IT systems as required. 6. Provide excellent customer care 7. To liaise with other departments of the Council and related bodies in order to provide an effective service to the public. 8. Contribute ideas for improving the service 9. To work as a member of a team to provide a high quality service and to maintain customer care as a principle part of service quality 10. To update own knowledge of Council Services, procedures, developments and initiatives to maintain quality of service to customers. 11. To process card payments for council services over the telephone.

Person Specification

1. Education and Training Essential - At least 5 GCSE Grade C or above. Desirable – NVQ Level II Customer Care (or equivalent)

2. Knowledge Understanding of a contact centre and its function in delivering customer service Ability to send and receive e-mails Able to use the Microsoft suite of programs Possess knowledge of the services offered by Pembrokeshire County Council and its role in the community.

3. Experience Experience of having worked in a customer-facing environment, preferably where customers were dealt with over the telephone combined with inputting information into a computer system, whilst speaking with the customer.

4. Other Attributes / Competencies Helpful, friendly and courteous manner when dealing with all enquiries. Ability to work as part of a team. Positive attitude to delivering highest quality customer service Good written, oral and presentation skills Commitment to training and development Able to deal with a high volume of queries (under pressure) patiently and professionally Ability to work calmly and quickly under pressure in a customer focused environment. Desirable – ability to speak in welsh.

5. Special Conditions Must be flexible as there possibility of working some evenings and weekends. Location: County Hall, Haverfordwest August 2017.