Customer Services Officer

Operational Responsibilities

At all levels:

· Provide customers with prompt, effective and courteous front line services, which meets or exceeds the customer care and quality standards agreed for the service.

· Ability to resolve customer queries across service areas such as:

- General enquiries (including payment of PCNs and renewal of parking permits)

- Revenues (eg. Council tax balance queries and payments)

- Benefits (eg. validation of applications and change of circumstances)

- Operations (eg. Missed bin collection reporting, fly tip reporting and trade waste service requests)

- Planning (eg. Validation of planning applications)

At level 1 to be competent at least 1 of the above areas. At level 2 to be competent in at least 3 of the above areas.

· Use technology, including case management systems, social media, internet and intranet to access information in order to respond to customer queries

· Promote channel migration by nudging customers to use self-service applications (eg. Web forms) to resolve queries and requests

· Offer assisted self-serve for those unable to use online self-service applications without support, or who request a quick tutorial before using themselves.

· Reduce failure demand through pro-actively supporting customers and liaising with back office services on more complex customer queries, and keeping customers informed of progress where relevant

· Provide a comprehensive and efficient visitor management service at reception desks