Customer Services Advisor - Level 1( 1586 , 2193 , 2194 , 2195 , 2196 )

Service Area

Customer Services

Manager/Team Leader

Customer Services Team Leader

Direct reports

N/A

Total Managed

N/A

Purpose of the Role

To provide advice, information, direction and resolution to our customers on a wide range of Council services, demonstrating customer service excellence at all times. To provide this service via all access channels including telephone, face-to-face, email, fax, text phone and letter at various locations throughout the district.

Key Result Areas

  1. Lead by example in providing customer service excellence to every customer every time they contact us.
  2. Become multi skilled across as many non complex services as required.
  3. Utilise all available tools, including the web, as information sources.
  4. Advising customers on what course of action they should take based on either interpretation of customer information and/or following set procedures.
  5. Signposting customers to other appropriate persons / departments / organisations.
  6. Seeking advice from colleagues / partner agencies to ensure that an answer can be provided at first point of contact the majority of the time.
  7. Completion of transactions e.g. request for bus pass, receiving and receipting payments for service transactions.
  8. Recording details of queries and scanning documentation onto computer databases.
  9. Ensuring at all times that customer requirements, performance and quality standards are met or exceeded.
  10. Ensuring all confidentiality and data protection requirements are adhered to and maintained.
  11. Responding to and dealing with complaints via all access channels.
  12. “Own” the relationship between the customer and back office, where the answer to enquiries is being researched, ensuring a timely response in line with the customer care standards.
  13. Develop and maintain positive and effective relationships with a variety of teams.
  14. Contribute effectively to continuous service development of the service provided by NNDC by highlighting where improvements can be made.
  15. Collation, input and monitoring of performance statistics.
  16. Providing support to new members of staff in form of work shadow and mentoring.
  17. General administration including input into rota and leave requests.
  18. To take responsibility for your own Health and Safety at work and that of other persons who may be affected by your actions.
  19. Any other work required and as directed within the confines of the existing grading and post.

L:\Customer Services Management Team\Human Resources (HR)\Recruitment\Job Descriptions\CSA\CSA Level 1 May 11.doc

Customer Services Advisor – Level 1

Essential

/

Desirable

/ How
Identified
Experience/
Knowledge / Demonstrate experience of working in a customer service related role /  / Application Form*/ Interview
Experience of applying product knowledge to answer and process customer requests accurately and according to priority /  / Application Form*/ Interview
Demonstrate experience of referring to regulatory and statutory procedures /  / Application Form*/ Interview
Demonstrate knowledge and experience of processing and retrieving data /  / Application Form*/ Interview

Demonstrate awareness of data protection, confidentiality regulations and equality and diversity

/  / Application Form*/
Interview
Qualifications / Good standard of general education[1] /  / Application Form
NVQ in Customer Service or equivalent /  / Application Form
Skills /

Ability to communicate and deliver information, both written and verbal, in a customer friendly and confident manner with different customer types

/  / Interview/
Test
Experience of entering data onto computer systems at the same time as interacting with the customer /  / Application Form*/ Interview

Demonstrate ability to prioritise duties to ensure customer service excellence

/  / Application Form*/
Interview
Good level of numeracy /  / Application Form*/Test

Essential

/

Desirable

/ How Identified
Skills (cont’d) / Demonstrate word processing and keyboard skills /  / Application Form*/
Interview
Demonstrate ability to use the internet to search for information /  / Application Form*/ Interview
Demonstrate the ability to analyse and interpret customer information in order to give correct advice /  / Interview
Aptitude and
Disposition / Demonstrate the commitment to lead by example in providing customer service excellence at all times /  / Interview
Demonstrate a positive and helpful attitude towards colleagues and contribute to effective team working /  / Interview
Demonstrate creativity and initiative in the role /  / Interview
Demonstrate ability to deal with different customer types in a professional and confident manner /  / Interview
Demonstrate your capacity to support team colleagues through new skills learning and adjusting workloads /  / Interview
Flexible “can do” approach to adapt to change /  / Interview
Personal
Circumstances / Has personal access to transport / vehicle /  / Application Form
Full, clean driving licence /  / Application Form

*In order to assess this from the application form we require you to provide an example

[1]Whilst this does not require any specific academic attainments, literacy and numeracy will be tested upon interview