Customer Enabling Officer

1 month

£12.59 per hour

30 hours per week

Customer Enabling Service

30 hours per week To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.

Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service via telephone and face to face.

Main purpose of job Customer Enabling Service

To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.

Key responsibilities

Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service.

Act as an advocate and work closely with internal and external partners to exceed customer expectations and achieve service standards.

Key Tasks

Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.

Communicate, verbally and in writing, specific knowledge of services to resolve enquiries at the first point of contact.

Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.

Act as the 'front door' meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.

Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT

Provide support and assistance to campaigns, events and programmes e.g. Covid Recovery, Neighbourhood Community surveys, Air Show etc

Escalate and refer any challenging or complex enquiries and/or complaints to Management

Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience

Make sure contacts and decisions are made in accordance with service standards

Influence others to adopt policies and courses of action when working with customers to resolve enquiries

Interested Please apply