Contact Centre Advisor

Job Description

Job Category :Admin & Clerical
Location : Ty Elai, Rhondda Cynon Taf County Borough Council
Hours Per Week : 37.00
Start Date : Immediate Start
Start Time : 08:30
End Time : 17:30
Salary: £14.13
Please note for this role it is essential that the candidate can speak fluent Welsh.

KEY OBJECTIVES

To assist customers in self service through the Councils website and to be a member of the Contact Centre team and provide a courteous, efficient and effective service to customers. To deal with enquiries productively within a high volume Contact Centre and provide a satisfactory response to all customers. To utilise information to best effect including web based information, advisor guidance and specific systems and scripting.

SPECIFIC RESPONSIBILITY

1. To direct customers to self serve via the Councils website where applicable and if necessary, to assist the customer with this process
2. To deal with Contact Centre enquiries in a productive manner within agreed processes and quality standards
3. To maintain an up to date working knowledge of the services delivered through the Contact Centre
4. To maintain good working relationships with other colleagues and divisions of the Council and outside organisations, on all matters that relate to customer service
5. To support customers and manage expectations in regard to service standards relative to the enquiry
6. To provide support to the wider Contact Centre where required
7. To adhere to rota’s within the Contact Centre
8. To liaise with back office functions to resolve customer enquiries/complaints
9. The above list is an indication of the duties, which will normally be expected of this post. However, it is not an exhaustive list and the post holder may be required to undertake other duties, which are within the scope of the post
10. The post may develop with changing working method and to address service priorities and the duties will be subject to reasonable change
11. The Contact Centre also requires that employees work both flexibly and co-operatively to ensure service priorities are met.

KNOWLEDGE/
EDUCATION
Welsh Language Level 5 (fluent)

Firm commitment to continuous professional development
Commitment to undertake an NVQ in Customer Services NVQ in Customer Services

EXPERIENCE Of dealing with Customers
Of using a range of IT applications (including Microsoft suite)
Of interacting with colleagues Of working in Contact Centres

COMPETENCIES Administrators Competency Framework
1. Working with Others *Knows the role of other teams and individuals and uses this to help resolve Service Users’ issues

Supports other team members when required, particularly new team members

2. Communicating Effectively *Passes on accurate information to other service areas

Listens to others and actively checks their understanding

3. Meeting Customers’ Needs Focuses on resolving customer queries quickly

*Anticipates what else a customer might need, and provides them without being asked

Knows what issues they can resolve themselves and when to refer upwards

4. Demonstrating Techinical Ability Has a high level of accuracy and pays attention to details

*Understands data protection and doesn’t disclose private information inappropriately

5. Achieving Results Is always punctual and ready to start work on time

Takes initiative and can work without close supervision

*Prioritises tasks according to importance for the Council

6. Demonstrating Professionalism Always demonstrates that they take pride in representing the Council

*Is resilient and works effectively under pressure