Customer Advisor – Grade C

Job Description

Job Category : Admin & Clerical
Location : Taylor Maxwell House, Plymouth City Council
Start Date : Immediate Start
Salary: £10.42

Key activities: Communicate with customers in a variety of ways (including face to face, online, over the phone) providing clear information about how to access services. Book appointments according to local guidelines, supporting customers by clearly explaining the requirements to produce evidence to support applications and appointments. (30%)
 Accurately produce documents according to guidance and local policies/procedures within set time frames (30%)
 Accurately update information on relevant systems e.g. Academy, Civica, Radian and Central (15%)
 Handle and process customer data, payments and stock in a secure and confidential manner on daily basis e.g. financial transactions for chargeable counter services (15%)
 Proactively provide suggestions to the team on measures to improve the service in terms of efficiency, customer experience and best practice (2%)
 Promote services and resources including through the preparation of displays and distribution of posters, leaflets and external advertising (2%)
 Where required, work alone and at times be responsible for security, such as locking and unlocking buildings, holding keys and setting and unsetting intruder alarms (2%)
 Effective liaison with external agencies, for example representatives from Government Departments and Emergency Services, as required (2%)
 Undertake other duties appropriate to the grade of the post (2%)

Essential Qualifications / knowledge
Competent user of ICT including Microsoft Office, (Word, Excel, Access and Outlook) or equivalent
 Knowledge of appropriate service area
 2 GCSEs Grade A*-C (9-4)or equivalent in English and Mathematics, or equivalent
work experience
 A willingness to undertake appropriate and regular training as required.

Customer care qualification/training
 Basic knowledge of relevant legislation, policies and registration procedures  Experience of using registration software

Experience of giving information and signposting customers in a tactful and professional manner face to face, over the phone, online and in writing
 Knowledge and experience of diffusing difficult situations, including Safeguarding requirements.
 Financial transactions, including cash handling