Senior Customer Service Advisor/Training Support Officer

• Actively recognises the need for customer confidentiality

• Liaise with all other Council sections and departments to ensure handover of actions as necessary

• To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards

• Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service

• Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries

• Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments

• Work as a flexible and effective team member supporting other service centre team members with their queries as necessary

• Proactively stay abreast of technical, professional, product and service developments

• Participate in the Council's performance management processes

• Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
• Assist in training/mentoring of new staff giving advice and guidance as required