Job Description

Job Purpose:

• Receive, log and deal with all phone and email queries from customers in a timely and professional manner, to meet defined call standards that ensure high levels of customer satisfaction.
• You will be expected to ensure that all responses (written or verbal) to customers are of high quality, detailing appropriate advice and based on accurate information. Where necessary ensuring that appropriate internal 'quality checks' are undertaken before responses are issued.
• Preparing simple reports regarding open enquiries.
• Processing service payments (such as garden waste).
• The role holder will have no direct responsibility for people but must be a team player and work closely within the team to communicate issues as they arise. Receive, log and resolve if possible.
• Ensure all queries are logged including accurately recording on Echo against the correct specialist area and subcategory to enhance prioritizing, for the benefit of the Business, as well as ensuring all customer details (request/complaint/enquire) are entered accurately and in accordance with contractual obligations.
• Monitor the Company's own incidents, working closely with other members of the team to ensure that all matters are dealt with in accordance with agreed service standards.

Required Knowledge, Skills, and Abilities

Able to provide evidence of experience in a high volume customer-facing role Able to provide evidence having worked in a role using ICT regularly and frequently to input data or retrieve information In-depth specialist knowledge in Council Tax, Housing Benefit and Council Tax Reduction Able to provide evidence of the application of a wide range of customer service techniques. Able to provide evidence of resolving in-depth or specialist enquiries Experience in a call or contact centre Experience in a local authority environment Experience of providing coaching and mentoring.