Job Description

To communicate with the public about the key COVID-19 messages, contacting people who need support locally and to respond accurately and professionally to a range of COVID-19 related duties, including customer enquiries received through the telephone, supporting the governments track and trace programme, and enforcement.

Responsibilities

• Respond to customer enquiries (some of which may be upsetting) received through multiple access channels including, telephony, face to face, e-mail, web chat and social media, in accordance with the Council's Digital First principles, standards of professional conduct and taking into account any safeguarding issues.
• To analyse and interpret information given by the customer accurately and make appropriate decisions from a range of options.
• To be aware of and abide by key areas of legislation and maintain awareness of policies and procedures which impact on how the service is delivered.
• Liaise with internal and external stakeholders including managers, employees, Elected Members and members of the public, ensuring information and communication links are maintained.
• To take a one Council approach, listening carefully, speaking positively and ensuring the customer receives an efficient, friendly, courteous and helpful experience.
• To handle complaints and difficult or aggressive customers in a calm and professional manner, ensuring a customer focused service, demonstrating initiative, diplomacy and resilience in a demanding environment.
• Undertake duties whilst dealing with interruptions, queries and conflicting demands arising from customer queries and requests, ensuring key performance indicators are achieved.
• Promote, support and encourage customer independence through the use of self-service channels e.g. via the internet.
• Support licensed premises visits, advising local venues on how to operate safely and adhere to Government legislation
• Assist the Local Authority Track and Trace team in advising and supporting residents who have tested positive for COVID-19
• Input, check and maintain electronic data and files across a range of systems, ensuring information is accurately and appropriately stored.

Required Knowledge, Skills, and Abilities