Job Description

Job Purpose:
Responsible for delivering exceptional customer service to customers who contact us for a General Enquiry. Responsible for ensuring customers are managed well through our General Enquiries process end to end liaising with key District staff and Contract partners to deliver exceptional service.

Accountability Statements:
*Responsible for management of customers from the initial contact to completion for General Enquiries work
*Responsible for taking enquiry calls and following completed works carry out close down calls for Low Carbon Technology Enquiries (Electric Vehicles / Heat pumps) and identify any areas of dissatisfaction before customers are surveyed
*Responsibility for identifying areas of improvement for the improvement plan
*Responsible for call taking for general enquiries calls
*Expected to take on a storm role (call taking) for severe weather events and busy periods
*Delivery of customer experience to ensure this positively influences the Broader Measure of Customer Service Scores.

Required Knowledge, Skills, and Abilities

* Flexible approach * Positive can-do attitude * Good telephone manner * Ability to learn and continuously improve * Ability to identify improvements and act on them quickly * Willing to do what is necessary * Ability to organise own workload and identify initiatives. * Computer literate