Bilingual (Welsh/English) Customer Service Officer

1. We are seeking an individual to join our team as Customer Service Officer.
2. The purpose of the role is to provide an efficient, professional and personalised service with focus on creating a positive customer experience.
3. You respond to customer queries from the public and colleagues on a full range of issues regarding services provided by Newport City Council and other partner organisations.

Reference Number: NCC8490

Salary Range: Grade 4, SCP 7 - 11, £22,369 - £24,054

Package: Permanent

Contractual hours: 37 hours

As Welsh Language skills are an essential requirement for this post, You should apply in Welsh using the Welsh application form. 

Job Purpose:

To respond to customer queries from the public and colleagues on a full range of issues regarding services provided by Newport City Council and other partner organisations.

To provide an efficient, professional and personalised service with focus on creating a positive customer experience.

Key Result Areas:

• To provide accurate and consistent information and advice to members of the public and internal customers on behalf of Newport City Council and other partner organisations, ensuring first time resolution levels are maximised for customer enquiries and requests.
• To utilise digital systems to their full potential to manage and respond to queries, maintain accurate records and provide information as required. 
• To ensure compliance with national legislation relating to confidentiality of information and the principles of data handling.
• To ensure that a high standard of professional customer service is provided at all times.
• To ensure external and internal customers have all relevant information and fully understand any action to be taken.
• To encourage external and internal customers to ‘self-serve’ and use digital systems and solutions wherever possible.
• To work closely with colleagues in delivering services from start to finish, creating a positive experience for customers.
• To maintain knowledge base on service provision within Newport City Council and partner organisations including processes and policies.
• To report to the Team Leader any shortfalls in the information provided by service areas.
• To identify and escalate any issues as appropriate to line management.
• To undertake any associated administrative work as required