2 Month Contract With A Local Authority

Job Purpose

To provide an efficient, professional, and customer-focused front-line service to customers of the Council, acting as the first point of contact for enquiries across a range of Council services.

The postholder will deliver high-quality customer service through face-to-face, telephone, and electronic channels, ensuring customer enquiries are accurately assessed, resolved at the first point of contact where possible, or appropriately referred to the relevant service area.

The role requires a proactive and customer-centred approach, supporting residents, visitors, colleagues, and stakeholders while promoting excellent service standards and ensuring a positive customer experience at all times.

Key Responsibilities

• Act as the first point of contact for customers accessing Council services.
• Respond professionally and efficiently to face-to-face, telephone, and electronically received enquiries.
• Deliver customer services from the Contact Centre and Customer Service Points.
• Identify customer needs and determine the appropriate service response.
• Resolve customer enquiries at the first point of contact wherever possible.
• Accurately record customer enquiries, requests, and service information using Council systems.
• Provide information, advice, and guidance on Council services, policies, and procedures.
• Signpost customers to appropriate internal departments, partner organisations, or external agencies where required.
• Liaise with managers, service teams, and colleagues to ensure enquiries are resolved effectively and within agreed timescales.
• Act as an advocate for customers by identifying issues, interpreting customer concerns, and helping to achieve appropriate solutions.
• Support customers in accessing Council services through various communication channels.
• Assist customers with forms, applications, service requests, and general enquiries.
• Maintain accurate records and ensure data is handled in accordance with GDPR and information governance requirements.
• Support visitors, customers, and colleagues with professionalism, courtesy, and respect.
• Develop and maintain knowledge of Council services and processes.
• Work collaboratively with colleagues to ensure consistent service delivery across all customer access channels.
• Escalate complex or sensitive enquiries to appropriate officers where necessary.
• Contribute to continuous service improvement initiatives.
• Comply with Council policies, procedures, health and safety requirements, and customer care standards.