Posted 18/09/2024
£23,500 - £24,711 per annum pro rata
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:
The largest council in north Wales, Flintshire is situated in the north east of the country neighbouring the Welsh counties of Conwy, Denbighshire and Wrexham and Cheshire West and Chester in England. A high performing council Flintshire is known for its innovation in public services and has a proud track record of protecting and valuing community-based services.
Uniquely placed Flintshire is the gateway to Wales – anyone coming to work with us will discover a truly lovely county. We pride ourselves on continuously improving our services. As an employer, we recognise our most valuable assets are our people. We strive to be an employer of choice by providing a range of benefits that help us secure the engagement of employees and motivating them to deliver to the citizens of Flintshire County.
County Hall,
Mold
CH7 6NB
Buckley Train Station 1 mile / 20mins walk
Buckley, Bryn Awelon 0.1 miles / 3mins walk