POST TITLE: Public Liaison Officer

OADBY AND WIGSTON BOROUGH COUNCIL

JOB DESCRIPTION

POST TITLE: Public Liaison Officer

POST NO:

TEAM: Customer Services Team

GRADE: Band 3

SERVICE AREA: Customer Service Centre

RESPONSIBLE TO: Customer Services Team Leader

JOB CONTEXT:

1.  Be the primary point of contact for those contacting or visiting the Customer Service Centre.

2.  Answer switchboard calls and general enquiries from customers as and when required.

3.  Take ownership and responsibility for all enquiries presented to the Customer Service Centre, identify customer needs and utilise appropriate questioning and listening skills to identify and offer appropriate solutions.

4.  Work closely with the Technical Officers to provide a seamless service.

5.  Promote and maintain a culture which places customers first and aim to deliver a high professional standard of service.

MAIN DUTIES AND RESPONSIBILITIES:

1.  Proactively respond to and resolve, in a timely and courteous way, a wide range of queries face to face, by telephone, e-mail, or in writing. Take ownership to try and resolve queries and complaints at initial point of contact being able to advise customers on Council procedures, and where necessary refer to relevant service area.

2.  Provide a responsive one stop shop, office based service to customers by receiving and effectively dealing and assisting with queries. Where necessary, liaise with the appropriate colleague, service area and partner service areas ensuring that required information is transferred efficiently.

3.  Help the team meet the Council’s customer service standards and target of 80% of queries being resolved at the first point of contact whilst promoting a positive image of the Council at all times. Identify and use appropriate skills to deal with customer situations having an awareness of their vulnerability, safeguarding and financial pressures.

4.  Accurately facilitate the receipt of payments from internal and external customers by a variety of methods, ensuring that financial procedures are adhered to.

5.  Triage customers at reception and resolve straight forward queries. Direct customers to the relevant service area of the Centre. Provide information and advice to customers across a wide range of council services utilising back office systems, the Council’s internet, information leaflets / packs, application forms and other available resources as required.

6.  Carry out basic administrative duties as required to provide any necessary support to the Technical Officers, this to include filing, scanning and switchboard.

7.  Accurately and fully maintain, update and record all customer enquiries on the relevant CRM and back office systems. Maintain accurate computer records to a very high standard. Be able to update customers on the progress of their enquiry or service request. Interrogating back office systems to resolve customer queries.

8.  Take a proactive approach to reduce avoidable contact by getting it right first time and identifying all services relevant to the customer’s enquiry. Actively work to solve enquiries end to end, taking responsibility for obtaining all the relevant information necessary to resolve a query, only escalating it to others where necessary and within service level agreements.

9.  Take an active role in identifying and delivering service improvements and conducting customer satisfaction surveys.

10. Complete and check forms across a wide range of Council services, provide advice on evidence required and verify documents once submitted.

11. Actively maintain and develop a thorough and up-to-date working knowledge of Council services and the procedure, guidance and legislation that affects all service area(s).

12. Communicate confidently with debtors to agree special payment arrangements in accordance with Council policy and procedure.

13. Work collaboratively with Council colleagues to improve customer service delivery and proactively develop your own awareness of wider information and services relating to the Council and the local area. Be willing to learn new systems and services getting involved in the updating of procedure manuals where necessary

14. Attend and participate in meetings as required, supporting colleagues and sharing information appropriately. Act in a supportive and encouraging role to other team members and Council staff providing training, guidance and shadowing as required. Work flexibly and co-operatively to ensure that the Council and service priorities are met.

15. As a floor walker you will actively assist and educate customers with a variety of self service options.

16. Promote partner agencies and refer customers where appropriate by sign posting and booking appointments.

KEY FUNCTIONAL LINKS WITH:

Internal: All employees of the Council and Elected Members

External: Residents of the Borough (the General Public), other Local Authorities, external suppliers and consultants, other external bodies, partnerships and organisations as required.

WORKING CONDITIONS & ENVIRONMENT

1.  The post is situated within the Customer Services Centre, Bell Street, Wigston. However, you may be required to work from other sites and places within the Borough, where your professional attendance is required.

2.  The post holder must ensure they wear the correct uniform at all times, and are smartly presented.

3.  The post holder may be required, on occasion, to work outside normal working hours to attend meetings, or on other occasions when your professional attendance is required.

ADDITIONAL REQUIREMENTS

1.  This job description outlines the main duties of the post but does not exclude other duties, which may be undertaken to ensure the efficient operation of the department. Other duties required will be consistent with those listed above and appropriate to the title and grade of the post.

2.  Ensure equality of opportunity for all people, in service provision and in employment, and to work in a non discriminatory manner in accordance with the Council’s Equality Agenda, pursuant to the Equality Act 2010.

3.  Comply with the provisions of the Data Protection Act 1998, the Computer Misuse Act 1990, Human Rights Act and the Freedom of Information Act 2000, or any amendment or any statutory re-enactment thereof at all times.

4.  To take all necessary steps in order to ensure that information acquired through their employment or contained within the Council is kept confidential.

5.  This job description is a record as at the date below. Any changes to the job description will be carried out in consultation with the post holder, who will be expected to participate fully in such discussions. It is the Council’s aim to reach a mutual agreement to reasonable changes but if this is not possible the Council reserves the right to implement reasonable changes to the job description after consultation with the post holder.

6.  Carry out all duties outlined above in accordance with all Council Policies and procedures.

7.  To carry out any additional duties (as and when required) outside of the post holders duties to assist the Council in the operation and promotion of its business.

March 2015

I have read and accept the above:

Name:
Signature: / Date: