Contact Centre Officer

1. If you can converse with customers through the medium of Welsh with confidence, we want to hear from you.
2. As such, you are responsible for establishing and maintaining the highest possible standards of customer service.
3. The Contact Centre Officer role is challenging, and you need to be confident using the telephone and IT, moving between different systems while you are dealing with customers.

Job Reference: 0003636

Salary: £23,500 to £24,711 pro rata 

Package: Permanent Post – 37 hrs (Mon - Fri) Full time or Part time

If you can converse with customers through the medium of Welsh with confidence, we want to hear from you. If you are a Welsh speaker who has not used their Welsh language skills for some time, we can help develop your confidence to enable you to deal with enquiries. Our Contact Centre team are the voice of Flintshire County Council for many of our residents and service users.

As such, you are responsible for establishing and maintaining the highest possible standards of customer service.

The ability to deal with difficult situations is essential to ensure that, wherever possible, you help our customers to answer their query or resolve their problem at the first point of contact. You will need to be able to deal with customers who may be dissatisfied when they contact us, and also vulnerable customers who need our help to put them in touch with the right service to support them through difficult times.

The Contact Centre Officer role is challenging, and you need to be confident using the telephone and IT, moving between different systems while you are dealing with customers.

We are working towards a fully multi-channel Contact Centre, with officers able to deal with customer queries received via our reception desk, telephone, email, social media and webchat, moving seamlessly between the channels throughout the day.

The Customer Contact team in Flintshire is changing – come and join us as we modernise.

Full time hours 37 hours Mon – Fri or post could be split for part time such as: 1x3days + 1x2days or 2x2.5 days , please advise which you are interested in on the application form. 

Job Purpose:

Process customer enquiries for Council services across different access channels primarily telephony, social media, email, live chat and in person at Reception.

Principal Accountabilities:

• Ensure customer enquiries are answered with the aim of a first time resolution. This means taking decisions within established procedures, providing instant responses or recording enquiries on the Council’s Customer Relationship Management System (CRM) for referral to other Council services.
• Make outbound calls to promote Council services and complete transactions e.g. follow up customer enquiries, take receipt of income.
• Process formal complaints against Council services in accordance with the complaints policy, advising complainants on the Council’s service standards relating to the management of complaints.
• Process electronic payments on behalf of customers using the appropriate electronic payment system.
• Ensure that customer enquiries are processed in a timely manner and in accordance with service level agreements, achieving key performance indicators whilst maintaining excellent quality.