Commercial Leisure Relations Officer - Casual

Starting salary for this role is £14.35 per hour

This role sits within a well defined pay band, offering clear progression as you grow your career at BCP. Without exception all new starters begin at the entry point of the band, ensuring fairness and consistency across the organisation. Be part of a forward thinking workplace where you’re supported to grow and you can truly #BeTheDifference at BCP.

Learn more in our ‘More than just a job’ brochure on our careers site.

Role Purpose

To handle and resolve customer enquiries as part of a digital first, omni-channel customer centre, to ensure that customers receive an excellent customer service. The role will operate as part of a team, working with supervision and within defined procedures and protocols to deliver a consistent and accurate service, resolving the customer enquiry at the first point of contact and completing the customer journey. The role will handle a range of high volume, routine and low complexity enquiries relating to core council services.

Main Responsibilities

• Receive and respond to routine customer enquiries (via digital platforms, over the telephone, and via email and post), supporting the customer journey from initial contact through the relevant customer process using the appropriate systems, processes and procedures, to resolve the customer’s enquiry effectively and efficiently. Customer interactions will be managed professionally and positively, and will include those of a sensitive, confrontation or contentious nature.
• Identify the customer's issue and decide, within the clear procedures and protocols, how best to proceed with the customer's enquiry and which defined process to use. This will involve passing complex or specialist enquiries to senior colleagues or service units in accordance with defined handover procedures, so that customer enquiries can be resolved appropriately.
• Provide information to customers on straightforward or routine matters, to provide helpful and accurate advice to customers. This will include encouraging customers to use digital and self-service channels where possible, and where referring customers to other external or council services, ensuring that the customer understands who to speak to.
• Process mail received through digital mail room, indexing it to correct service appropriately, so that enquiries can be dealt with promptly and appropriately.
• Check and verify documentation provided by customers in accordance with strictly defined requirements, uploading and storing it in appropriate systems, to ensure that documents provided are correct.
• Issue routine correspondence and letters using standard templates, so that customers receive clear and appropriate written correspondence.
• Process payments in person, digitally, and over the telephone, in compliance with tightly defined processes and procedures, to support customers to pay monies owed in an efficient and secure manner. This will include undertaking reconciliation of payments.
• Maintain accurate records of enquiries and resolutions, so that enquiries and performance against defined service levels can be tracked.