Description:

Our Purpose:-

To provide high end telephony and contact services for customers calling to report or request a council service, and to provide a point of contact for internal colleagues on behalf of whom we are offering services.

The Purpose of this Role:-

The Contact Centre is integral to the Councils ability to respond to customers who reside in the county. Advice given by colleagues aims to ensure our citizens can access services that enable them to live independently and well. We work in partnership with a range of services and providers to ensure we can give end to end advice and support for all ages and at all points throughout life and circumstance.

Expectation and Outcomes of this Role:-

We are looking to appoint colleagues who are committed to delivering first class customer contact services. You must possess excellent listening and communication skills, be self-motivated and display empathy to the needs of the customer. You will be able to communicate comprehensively in a way that will allow you to identify customer needs and therein resolution to the customer query. You will work as part of the wider team and so your professional approach and support for work colleagues will be important, and you will be required to contribute data and Information that supports the Business plan and ongoing development of the service.

Your responsibilities are to:-

• To respond to telephone calls, emails and live chat professionally and appropriately and process enquiries accordingly.

• To work alongside colleagues in Community Hubs who deliver face to face customer interaction where and if service requires.

• To log all enquiries and reports onto the My Monmouthshire Customer Record Management System and any other systems that are needed to capture specific Information and data, including payments and extracting Information from revenues and benefits systems where needed.

• To respond to customers sensitively with empathy and understanding, particularly where there are matters of that nature, and to follow up on behalf of customers when enquiries remain unresolved.

• To advise on services available and associated matters such as entitlement, suitability etc. and progress through the necessary channels and procedures in order to deliver the end product.

• Be competent in working efficiently across various software and telephony platforms.

• Process payments for a range of services offered by the Council.

• During emergency situations gather appropriate data to assist with the prioritisation of services to meet demand.

• Ensure compliance with Council policies.

Here’s what we can provide you with:-

• The opportunity to develop Welsh language skills.

• Training and team support

• Flexible working arrangements where service needs allow